ComplaintsforAncestry.com

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a DNA kit and the subscription was supposed to come with it and I was not made aware then they have you sign up for free trials in order to see any results well the charged me 99.98 without my consent and I cancelled everything and they refused to give me a refund

  

  Business response

  09/10/2024

  Title: Kaity, Executive Office Response Team
  Contact Phone: 1-800-262-3787
  Contact Email: [email protected]
  
  September 10, 2024
  
  RE: Tori Bridgeford – 22251918
  
  To Whom It May Concern,
  
  Thank you for forwarding Ms. Bridgeford’s complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard. 
  
  Our records show that Ms. Bridgeford purchased a DNA kit on May 3, 2024. It is not required that an individual purchase a subscription in order to receive their DNA results, and members are able to obtain their DNA regions and biological matches without a membership. That information will also be updated on a regular basis without a membership. Records further show that Ms. Bridgeford initiated a quarterly World Explorer membership for an introductory rate of $1 on May 12th, nine days after her DNA purchase. The description that the membership would automatically renew at the regular rate if not cancelled within the 3-month period was provided both online as well as within the order confirmation email that was sent to Ms. Bridgeford. Additionally, we sent an email to her on July 12, 2024, reminding her that the membership would renew automatically on August 12th if not cancelled. The reminder included the price she could expect as well as instructions on how to cancel if she wished to do so. However, the membership was not cancelled, and it automatically renewed on August 12, 2024, per our reminder. She then called our support line to cancel her subscription almost a month later on September 5th.
  
  As a courtesy to her, we have issued a refund in the amount of $99.95 back to the account that was originally billed. The confirmation number for this transaction is 492293780. The access to the databases associated with this membership has been terminated effective immediately, and there will be no future billing from Ancestry. Please note that it can take between 3-5 business days for these funds to become available within their financial institution, depending on their refund policies and procedures.
  
  We always appreciate any opportunity to assist our members in discovering, preserving, and sharing their family history. If at any time in the future they become interested in researching or saving their family history, they may continue to use the free services found on Ancestry even now after their subscription has ended. 
  
  If you have any questions regarding this matter, please do not hesitate to contact us at 1-800-262-3787.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer response

  09/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22251918, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Tori Bridgeford

• Initial Complaint

  09/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The company stated that I will receive a email to remind me of the free trial expiration date and they did not. I cancelled the membership one day after the trial period and was charged two fees. The company falsely advertised to rob people of their hard working money. I want a full refund the information on their site is not accurate. I take care of my mother with Alzheimer’s and I was trying to locate her family. I don’t have free money to give away.

  

  Business response

  09/06/2024

  Title: Kaity, Executive Office Response Team
  Contact Phone: 1-800-262-3787
  Contact Email: ******************************
  
  September 6, 2024
  
  RE: Angel Parker – 22248853
  
  To Whom it May Concern,
  
  Thank you for forwarding Ms. Parker’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 any frustration this situation may have caused. Based on the information provided to us, we cannot locate the charges in question with Ancestry. The Ancestry account linked to the email address Ms. Parker has provided has not been charged since 2017. Therefore, she may have been checking the wrong email address for a reminder.
  
  It should be noted that Ancestry does not automatically send reminders regarding the expiration of the trial period, however members are able to request a reminder by initiating a cancellation during the trial period and opting not to cancel, but to obtain a reminder. Additionally, based on the description Ms. Parker provides and the cancellation fee she received, she must have enrolled in the semi-annual membership billing monthly which provides details both online and within the order confirmation email stating that an early cancellation fee will be charged if cancelled before the end of the 6-month period.
  
  Because we cannot locate an Ancestry account with the contact information Ms. Parker has provided, we would ask that she please contact us at ****************************** with any of the following information:
  
  Order Number or Cancel Confirmation number
  Full Name
  Full Address, Including Zip Code
  Any Alternate Email Addresses or Usernames Used
  First Six and Last Four Digits of Card Charged
  Date and Amount of Latest Charge   
  
  If the charges in question went through PayPal, any of the following information may be necessary:
  
  PayPal Billing Agreement ID
  PayPal Invoice Number
  PayPal Transaction Number
  
  Once we have received this additional information, we would be able to revisit the original request.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at 1-800-262-3787.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged $34.99 by Ancestry.com for a monthly subscription on 8/30/24 even though I canceled my free trial during the free trial period (right after signing up for it). I was improperly billed for a service and have been refused a refund.

  

  Business response

  09/06/2024

  Title: Kaity, Executive Office Response Team
  Contact Phone: 1-800-262-3787
  Contact Email: ******************************
  
  September 6, 2024
  
  RE: MEMBERNAME – COMPLAINTID
  
  To Whom It May Concern,
  
  Thank you for forwarding Ms. Morisano’s complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard. 
  
  Our records show that Ms. Morisano initiated a free trial of our website on August 15, 2024. When a membership is successfully cancelled, the member will receive a cancellation confirmation email. In this case, our records show that the trial was not cancelled and rolled into a paid membership on August 29th. Ms. Morisano then cancelled the membership on September 4th. We do not have record of any calls to our support line to request a refund.
  
  As a courtesy to Ms. Morisano, we have issued a refund in the amount of $34.99 back to the account that was originally billed. The confirmation number for this transaction is 492029726. The access to the databases associated with this membership has been terminated effective immediately, and there will be no future billing from Ancestry. Please note that it can take between 3-5 business days for these funds to become available within their financial institution, depending on their refund policies and procedures.
  
  We always appreciate any opportunity to assist our members in discovering, preserving, and sharing their family history. If at any time in the future they become interested in researching or saving their family history, they may continue to use the free services found on Ancestry even now after their subscription has ended. 
  
  If you have any questions regarding this matter, please do not hesitate to contact us at 1-800-262-3787.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  09/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am requesting a refund for a DNA testing kit. I sent in a DNA kit, however, the USPS tracking number never showed delivery of the DNA kit to ancestry.com. The customer service representative could not verify the USPS tracking number of the return kit. The website indicated that two different kits were received. Then I received that notice that results were due around September 19, 2024. However, on the holiday of September 4, 2024. The Anecestry.com website appeared to have a cyber attack. The website after the cyberattack changed my contact information and telephone number. Within 30 minutes two emails were received stating the results were analyzed on holiday, when the office likely closed and the 30-minute results were in. The results were false, the name did not match my genealogy. I have another DNA test from a different company. These results after the cyberattack were listed as the results of Lee Ann G****** of Akron, OH, and her father from Ohio. We do not have the same parents or skin color. None of the individuals were linked by name to my father or mother. I am not Scottish or Irish at all. The results are fraudulent and the company nor the U.S. Post Office can provide a record of receipt of my actual tests that were mailed. I request a full refund and the closure of the account. The photo on file listed as my deceased father is not my father's picture at all in college. The names of the students and the pictures are mismatched. In order words, all the female images are matched up with male names or male names with clearly female college students' names. The company needs to have the IT department secure their website better. Also, during the cyberattack, I had a bank account and life insurance policy cashed out or stolen

  

  Business response

  09/06/2024

  Title: Kaity, Executive Office Response Team
  Contact Phone: 1-800-262-3787
  Contact Email: [email protected]
  
  September 6, 2024
  
  RE: Charity Chatman -- 22230378
  
  To Whom It May Concern,
  
  Thank you for forwarding Ms. Chatman complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard. 
  
  Ancestry has not had a “cyberattack” as Ms. Chatman claims. Our database has not been breeched and Ms. Chatman’s DNA results have not been “changed.” Based on the information provided within her complaint, it appears that any breech of information was on the part of her financial institution or her life insurance company.
  
  Our records show that our lab received her DNA kit on August 21, 2024. Only one kit was received from her on that date based on the registration code she provided when registering her kit. When a DNA kit is received, lab processing is estimated to be 6 to 8 weeks. However, that time frame is simply an estimate, and in this case, Ms. Chatman’s results were completed on September 2, 2024, and posted to her account.
  
  Ancestry does update DNA results on a regular basis and adds other matches to her match list as they come in, and ethnicity estimates (or origins) are updated on a regular basis as well. Therefore, she may see updates to this information from time to time.
  
  Ms. Chatman also mentions photos of individuals that she has seen. We are unfamiliar with the information to which she is referring, but it does not seem to be information included within DNA results. She may be receiving “hints” for people within the family tree she initiated on her account. If the hints do not pertain to the people within her tree, she may ignore the hints. In those cases, we would recommend she check to see that the information including names and dates within her tree are formatted properly. For more information about tree hints, she may wish to review the following help article:
  
  *****************************************************
  
  As Ms. Chatman’s DNA results have already been processed and posted to her account, her purchase is ineligible for a refund. We recommend that she check her DNA match list to see if she recognizes the close matches she has been provided.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at 1-800-262-3787.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  LifeStory’ defaults to Chester Township, Pennsylvania for all my family members born in Chester, Pennsylvania. This has been going on or about during COVID. I have been calling since, but just started documenting my calls below. I should not have to pay for Ancestry showing incorrect information. I refuse to share my tree because of the incorrect information. All your Helpdesk has been kind and professional, but nothing seems to happen to correct this issue. The last call I made they refused to provide free monthy service telling me I already had a year of free service, but still no fix. I feel I should be refunded for all the years this problem existed. PLEASE fix this issue. Thanks. Call 10 February 2022 @ 5:44pm Called 22 July 2022 Called 1 November 2022 Called 27 February 2023 Called 21 November 2023 Called 2 January 2024 Case 17483423 Called 23 February 2024 LifeStory still showing Township Case Number 17749138 Called 9 March 2024 LifeStory still showing Township Called 23 April 2024 LifeStory Showing Township Called 5 July 2024 LifeStory Showing Township Case Number #’s 1******** ********* ********* ********* ********

  

  Business response

  08/30/2024

  Title: Kaity, Executive Office Response Team
  Contact Phone: 1-800-262-3787
  Contact Email: [email protected]
  
  August 30, 2024
  
  RE: Everett Coleman -- 22206295
  
  To Whom It May Concern,
  
  Thank you for forwarding Mr. Coleman’s complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard. 
  
  We sincerely regret any frustration this matter may have caused. We are aware of the concerns described and wish to assure Mr. Coleman that his feedback has been received. Please note that we receive a large volume of feedback for Ancestry. Due to the volume of submissions, feedback and/or requests for Ancestry are posted firstly in the order of those which affect the greatest number of users, and thereafter in the order in which they are reported. This also depends on employee resources. For these reasons, we are unable to provide a timeframe as to if or when these changes will be made.
  
  Our records show that Mr. Coleman does not currently have a paid membership. While we strive to ensure the site and products are working as intended, we are unable to guarantee functionality at all times. The Ancestry Terms and Conditions state “…we provide the Services and the Ancestry Content to you on an “AS-IS” basis…We do not make any promises (a) about the Ancestry Content, (b) about User Provided Content, (c) about the specific functionality of the Services, (d) about the quality, accuracy, reliability, or availability of the Ancestry Content or Services…”
  
  We generally do not state the status of website updates and edits we are aware of and working on or contact each member about enhancement requests that have been implemented. We appreciate his patience and understanding and regret if it has impacted his experience working on his genealogy.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at 1-800-262-3787.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  08/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Charged me $99 on the very same day I tried to cancel. Seems they have a policy that requires you to cancel 2 days before subscription renewals?? They have no way on their site to call customer service. They us an AI assistant which takes you on an endless goose-chase. Very convenient for their avoidance to assist. They should allow a customer to get a refund at least for the first 3-7 days of a subscription. Mine was on the exact same day. No refund nor any assistance. Not right.

  

  Business response

  08/07/2024

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  August 7, 2024
  
  RE: ************************* 22087575
  
  To Whom It May ********************* you for forwarding Mr. ********* complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard. 
  
  Our records show that Mr. ********* Ancestry subscription was due to renew on August 2,2024. Because it had not been cancelled, a payment authorization was submitted for $99.95 on August 2nd. ******************** then cancelled his subscription on August 3rd, the day after it renewed, and the same day he would have seen the payment coming through. Members may call Ancestrys customer support at **************************** regarding questions they have about their subscription.
  
  However, as a courtesy to him, we have issued a refund in the amount of $99.95 back to the account that was originally billed. The confirmation number for this transaction is *********. The access to the databases associated with this membership has been terminated effective immediately, and there will be no future billing from Ancestry. Please note that it can take between 3-5 business days for these funds to become available within their financial institution, depending on their refund policies and procedures.
  
  We always appreciate any opportunity to assist our members in discovering, preserving, and sharing their family history. If at any time in the future they become interested in researching or saving their family history, they may continue to use the free services found on Ancestry even now after their subscription has ended. 
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer response

  08/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I made an order on the ancestry website on July 30th, 2024. During checkout I selected express shipping which included a fee of $24.99. I agreed to pay the fee ONLY because it made the delivery time 2 days. My order was a birthday gift for my grandfather. After 3 days passed and still no delivery I reached out to customer service who said I could contact them again in I had not received my order by August 6th. That would make it a week after I placed my order. I informed the agent that I paid a significant amount of money in addition to my order for the express shipping and I told her I would like it to be refunded. She said it wouldn't be possible. I asked to speak with someone else and she replied there was nobody else to speak with. I reached out to *** about my issue and they said I could contact the company I made the order with and have my shipping fees refunded. Today is now August 3rd and still no delivery.

  

  Business response

  08/07/2024

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  August 7, 2024
  
  RE: *********************** 22087468
  
  To Whom It May ********************* you for forwarding **************** complaint to **. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard. 
  
  We sincerely regret any frustration this matter may have caused **************. Our records show that the *** kit in question was ordered on July 30, 2024. Expedited shipping typically occurs within 2-3 business days which would place estimated delivery on Friday, August 2nd.Therefore, we are willing to refund **************** $24.95 shipping fee on the order. However, please note that **************** complaint claimed the disputed amount as $63.95. If we refund the full amount, the *** kit would be deactivated and the kit would no longer be able to be processed. If she wishes to have the entire amount of the purchase refunded, she may contact us at ****************************************** to process the refund and deactivation of the *** kit.
  
  We have issued a refund in the amount of $24.95 back to the account that was originally billed. The confirmation number for this transaction is *********. Please note that it can take between 3-5 business days for these funds to become available within their financial institution,depending on their refund policies and procedures.
  
  We always appreciate any opportunity to assist our members in discovering, preserving, and sharing their family history.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer response

  08/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed up for a free trial understanding the risk of automatic renewals. What I did not anticipate was the companys onerous and high pressure anti-cancelation tactics AND an unconscionable $25-dollar cancellation fee to be released from a PAID subscription..That this term is surely buried somewhere in their fine print contract terms does not stop it from being a flagrantly predatory and anti-consumer tactic.On what basis the customer should be liable for paying for services not rendered is beyond me. And while their decision to harm and alienate customer's at scale is woefully shortsighted, it makes perfect sense when you realize the company was acquired by *********** **** in 2020. There have been numerous worthy lawsuits filed against this trash company many more to follow Im sure. Blackstones contract lawyers may be beyond reproach, but how their reprehensible treatment of customers of a middling-at-best product warrants a sterling BBB rating is beyond me.

  

  Business response

  07/29/2024

  Title: ****** **************** Response Team
  Contact Phone:**************
  Contact Email: ******************************************
  
  July 29, 2024
  
  RE: *************************** -- 22052605
  
  To Whom It May ********************* you for forwarding **************** complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard.
  
  Our records indicate that ************** initiated a free trial for a subscription and chose the option of a semi-annual subscription billing monthly. The full six-month price for the subscription type chosen was billable monthly at $16.50 per month. The subscription type also stipulates that a $25 cancellation fee will be incurred upon early cancellation, or the remainder of the full subscription price,whichever is less. The following information is provided to the member during the checkout process when ordering the free trial and entering credit card information. It is located above the button clicked on to start the subscription:
  
  By clicking Start membership, you agree that:
  
  Automatic Renewal: You will automatically be charged $16.50 plus applicable taxes every month during your 6-month subscription. Your subscription will automatically renew beginning [date of 6-month ending] until you cancel. To cancel your subscription, visit My Account or contact us at least two days before your membership renews to avoid being charged for the next billing cycle. After 14 days, if you cancel before the end of your subscription, you may be charged a cancellation fee of up to $25.
  
  Additionally, this information is provided in the free trial order confirmation email sent to the member after signup in the section detailing the membership they initiated. In this case, the email was sent to ************** on May 11th, including the following excerpt:
  
  Please note that youll be billed $16.50 after 14 days. Even though you will be billed monthly,you are committing to the entire length of your 6-month subscription. If you choose to cancel earlier, you will not be eligible for any refunds, but you will retain access to your services for the remainder of paid months. If you cancel after your free trial ends, you will be charged a cancellation fee equivalent to the lesser of $25 (plus applicable taxes) and the remaining of your 6-month subscription.
  
  However, as a courtesy to **************, we have made an exception to these refund policies and processed 3 refunds for the monthly charges of $18 each and the cancellation fee of $25.These refunds have been issued back to the account originally charged. The confirmation number for this transaction is *********. Please note that it can take between 5-7business days for these funds to become available within their PayPal account, depending on their refund policies and procedures.
  
  We always appreciate any opportunity to assist our members in discovering, preserving, and sharing their family history. If at any time in the future she becomes interested in researching or saving her family history, she may continue to use the free services found on Ancestry even now after her subscription has ended. 
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer response

  07/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had an auto renewing membership with Ancestry.com. I knew that it renewed the middle of July. I went online and cancelled the membership on July 15. The number below is the cancellation number. I was charged for the next year, anyway. When I called, I was advised that I had cancelled on the day the account autorenewed so I was not entitled to a refund. I was never sent any indication that the auto renewal was taking place. I was never sent any indication that my account was going to be charged. If I had received some information regarding the charge, I would have cancelled when I received that information. I thought I was cancelling on time but apparently because the renewal went through before the cancellation on the same day, I cannot get my refund.

  

  Business response

  07/29/2024

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  July 29, 2024
  
  RE: ************************* 22049152
  
  To Whom It May ********************* you for forwarding Ms. ******** complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard. 
  
  Our records show that Ms. ******** subscription was scheduled for automatic renewal on July 14, 2024, but was not cancelled until July 15th, the day after it had already renewed. Ancestry regularly sends emails reminding members of upcoming membership renewals one month prior to the renewal and provides instructions on cancelling if they choose to do so. However, our records show that Ms. ******** account is linked to an email address which is different than the one she provided within her complaint. Therefore, we would recommend she check the email address linked to her Ancestry account to view the emails we sent her regarding the renewal of her membership.
  
  As a courtesy to her, we have issued a refund in the amount of $249.62 back to the account that was originally billed. The confirmation number for this transaction is *********. The access to the databases associated with this membership has been terminated effective immediately, and there will be no future billing from Ancestry. Please note that it can take between 3-5 business days for these funds to become available within their financial institution, depending on their refund policies and procedures.
  
  We always appreciate any opportunity to assist our members in discovering, preserving, and sharing their family history. If at any time in the future they become interested in researching or saving their family history, they may continue to use the free services found on Ancestry even now after their subscription has ended. 
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer response

  07/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I KEEP canceling my account, yet I keep having withdrawals from my checking account. I cancelled a month ago, YET ANOTHER CHARGE! I WANT A REFUND OF THE LAST 6 MONTHS WORTH OF CHARGES!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  

  Business response

  07/24/2024

  Title:Kaity, **************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  July 24, 2024
  
  RE: ************************* -- 22035516
  
  To Whom It May ********************* you for forwarding Mr. ********* complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard.
  
  The complaint indicates that ******************** keeps cancelling his membership, yet our records do not show an online cancellation of his subscription until today,July 24, 2024. It should be noted that when cancelling, the member is provided with options such as pausing a membership and also collects information regarding the reason for the cancellation. If the member does not go through all of the options and select the last option to cancel, the process may not have been completed. Once a cancellation has been completed correctly, the member will receive a cancellation confirmation email. Our records show that this cancellation confirmation email was sent to ******************** today.
  
  As a courtesy to ********************, we have issued 7 refunds in the amount of $42.19 each back to the account that was originally billed. The confirmation number for this transaction is *********. The access to the databases associated with this membership has been terminated effective immediately, and there will be no future billing from Ancestry. Please note that it can take between 3-5 business days for these funds to become available within their financial institution, depending on their refund policies and procedures.
  
  We always appreciate any opportunity to assist our members in discovering, preserving, and sharing their family history. If at any time in the future they become interested in researching or saving their family history, they may continue to use the free services found on Ancestry even now after their subscription has ended. 
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer response

  07/25/2024

   
  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,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩