Important information
- Customer Complaint:Consumers should be aware that Ancestry.com/MyFamily.com uses an auto-renewal process that automatically charges the consumer for another year membership if the member does not cancel prior to the anniversary date. BBB files also indicate this business has a pattern of complaints concerning shipping/handling override coupon codes not being accepted.
Complaints
This profile includes complaints for Ancestry.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 827 total complaints in the last 3 years.
- 231 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:11/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ancestry.com The results of my dna test changed n6 months later
Business Response
Date: 11/04/2024
Title: Kaity, Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************************************
November 4, 2024
RE: ********* **** -- 22505520
To Whom It May Concern,
Thank 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. **** registered an AncestryDNA kit on her account on January 11, 2024, which was purchased on the account of another ********************** member. She then purchased two more AncestryDNA kits on February *******, for a total of $152.90. She called our toll-free support line on the same day and requested a refund which was provided to her ****** account for $152.90.
While registering her DNA test, Ms. **** agreed to the processing of her DNA kit as well as to the Terms and Conditions of our website. Due to improvements in the science of determining ethnicities through DNA, Ancestry provides regular updates to the Ancestral Regions provided in members DNA results. Additionally, new DNA matches are also added to results on a regular basis even after the individuals test results have been completed. For more information about what members can expect from their AncestryDNA results, Ms. **** may wish to review the following help article:
**********************************************************************************************
Our records show that Ms. ***** kit was processed with her agreement per the Terms and Conditions and that she has had access to the results for six months. Therefore, her purchase is not eligible for refund.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryInitial Complaint
Date:10/30/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My email address has changed, not by choice. The phone number listed on my ancestry file is no longer in service. Therefore, they are refusing me access to my family tree in their data base, all ***** names. And my tree name is ****** 2015, with home person beiing ***** ***** ******. They ask me for a copy of a fed/st picture ID or passport, neither of which I have. They also have asked me for a copy of my DL, which I believe than cannot do lawfully, nor will I give them, as the are not federal owned, monitored, etc. And they are not law enforcement. So they are holdiing my family tree HOSTAGE. There is no logical reason for this. And, the "ONLY" acceptable solution is granting me access to my family tree with instructions as to how to remove it from thir data base. "NOTHING ELSE IS ACCEPTABLE"Business Response
Date: 11/06/2024
Title: Kaity, Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************
November 6, 2024
RE: ***** ****** -- 22492707
To Whom It May Concern,
Thank you for forwarding Mr. ****** complaint to **. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard.
We have been in direct contact with Mr. ****** regarding this issue. His request stated that he no longer had access to the email address linked to his Ancestry account and therefore, he could not access the account due to the fact that he had enabled two-step verification. When an Ancestry member enables two-step verification on their account, it adds an extra layer of security to their account by sending a verification code to the email address linked to the account to avoid unauthorized login to the account.
If that member loses access to the email address linked to the account, they may contact us to manually remove two-step verification from the account by providing a copy of their government-issued ID. The identification is only used for the purposes of verifying the account and it is deleted from our system after the account is properly verified.
Mr. ****** states that there is no logical reason for requesting to confirm the identity of any individual contacting us to ask for access to his account. However, our focus is on protecting the privacy and security of the millions of people who use our services.
Therefore, if Mr. ****** wishes to request the manual removal of two-step verification from his account, he may email us at ****************************************** with a copy of his state-issued ID or passport. Once we receive this documentation, we would be happy to revisit his request. Unfortunately, if identification is not provided, we would be unable to accommodate his request for access to the account.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryCustomer Answer
Date: 11/08/2024
Complaint: 22492707
I am rejecting this response because: Because I have told them I DONOT have a federal/state issued ID, nor do I possess a passport. This i sent to them in an e-mail that they refused to answer
Sincerely,
***** ******Business Response
Date: 11/12/2024
Title: Kaity, Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************************************
November 12, 2024
RE: ***** ****** -- 22492707
To Whom It May Concern,
Thank you for forwarding *** ****** response to us.
We wish to reiterate that the process we are adhering to is for the protection of *** ****** himself as well as the millions of other Ancestry members who use our services. Because we have received a request from an email address different from the one on record, we must verify the individuals identity to ensure the accounts security.
Ancestry deals with individuals on a regular basis with this request. If they no longer have access to the email address linked to their Ancestry account, they may provide a copy of their drivers license,state-issued *** or passport to verify their identity. After their account is properly verified, we will gladly update the email address on the account to their current email address to grant them access. The process is simple and is performed as quickly as possible. To respect *** ****** privacy, he is welcome to redact any non-essential information from the *** so long as his name and address are visible. He may verify his account by providing a copy of this ID to us at ******************************************************************.
Without verifying the identity of the individual requesting to assume control of *** ****** account, we would be unable to provide access.Because of the information stated above, we feel that we have done all we can for this member regarding this particular concern. We ask for a review to be completed concerning the situation, by reviewing the members original complaint and the subsequent responses to confirm this statement.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryCustomer Answer
Date: 11/14/2024
Complaint: 22492707
I am rejecting this response because:They just do not believe or trust me as to who I am. They should be ashamed for calling rhemselves a business
Sincerely,
***** ******Initial Complaint
Date:10/25/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Several years ago I purchased a DNA kit from Ancestry.com for my son **** W ********. I had to create a profile for him on their website when I purchased the kit. Since then, I moved and no longer have the same email address. The old email address was ********************************* I do not remember my Users Name or Password for Ancestry. I reviewed their site but found no information to resolve my problem, a phone number to call them, or a way to contact them.Business Response
Date: 10/29/2024
Title: Kaity,Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************
October 29, 2024
RE: ******* ******** 22475787
To Whom It May Concern,
Thank 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.
Per Ancestrys Terms and Conditions, the submitter of the *** sample must register his or her own sample on an Ancestry account with an email address that is accessible to them. Additionally, once the kit is registered, any results are owned by the submitter of the *** sample regardless of who purchased the kit.
Therefore, if Mr. ********* son is unable to access his *** results, he may contact us at ****************************************** with his request so that he may register a complimentary kit on an account which is accessible to him.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryInitial Complaint
Date:10/24/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I did not contact or purchase anything from this company. Nor did I receive anything from this company or did not authorize anyone to do so.Business Response
Date: 10/29/2024
Title: Kaity,Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************************************
October 29, 2024
RE: ***** ***** 22468459
To Whom It May Concern,
Thank 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. ***** initiated a free trial of our website on October 3, 2024. A confirmation email was sent to her regarding the successful order to the email address provided within her complaint. Per the information displayed on our website as well as within the confirmation email, if the trial is not cancelled, it automatically renews. Therefore, because the trial in this case was not cancelled, it rolled into a paid subscription on October 17, 2024.
As a courtesy to Ms. ****** we have issued a refund in the amount of $43.54 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
AncestryInitial Complaint
Date:10/24/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order for a DNA Kit back in Late March or early April. I received the collection supplies in May. I mailed this off and waited the 6 weeks. The package was lost in the mail. I then reached out to Ancestry and they sent another package. I redid this waiting the 8 weeks into July and reached out again. This was OVER their time frame the results should have been available yet no one could give me any update. I paid for priority processing as well as full price for the test. They were unable to help me at all. So they refunded my money. I was under the assumption when they finally received everything it would be available. It is not. I received an email this morning stating that my results were ready, I went to check and they would not load. Upon further contact with support they told me that they did receive this in, it was processed but I would not receive the results unless I paid $50 to retake everything. As if the first 2 times never happened. They have essentially stolen my personal DNA information as it is in their database but I cannot access it. This is unacceptable and I would like for them to reach out to me and to provide me access to my results. The aggravation, ,time spent, and incompetence on their part needs to be made right.Business Response
Date: 10/29/2024
Title: Kaity,Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************
October 29, 2024
RE: ******** ******* 22467533
To Whom It May Concern,
Thank 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. ******* purchased a DNA kit on May 27th and was shipped on May 28th. Shipping typically takes 7-10 business days to arrive. However, Ms. ******* then called on June 4th and requested a reship before allowing time for the original shipment.
A complimentary replacement kit was then shipped on June 5th. On July 9th,Ms. ******* called and requested a refund. By ********** own admission, this refund was provided to her. When refunds are provided to a member, any kits which are in progress will be deleted once processing is complete.
Our records show that the refund amount of $128.94 was issued back to the account that was originally billed. For her 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 funds. In ********** particular situation, the number is: ***********************.
If she is further interested in tracking her refund, we would suggest contacting her financial institution and referring to the numbers given. They will be able to provide her with answers to any additional questions regarding her refund.
An Ancestry agent offered Ms. ******* a discounted DNA kit for $49. If she wishes to accept this offer, she may email us at ****************************************** with her preferred shipping address.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryCustomer Answer
Date: 10/30/2024
Complaint: 22467533
I am rejecting this response because: The events stated above are incorrect. The original shipment was LOST in the mail per ***** therefore could not be delivered. I was told multiple times that this should be received within 10 days after I sent my sample off... It was 5 weeks and no one would give me an update or allow me to speak with management. An employee went as far as to PRETEND to be a manager, and asked me not to report them to management as they could not loose their job. This is false. This company has my sample, provided inconsistent service and has essentially stolen my ******** without providing me access. Please ensure that this issue can be resolved or I am going to explore other routes of action. ******** is new to the majority of Americans. Our data has built the business for which you rely. I wonder how others will react to the theft of this information in a time where this is a major issue across all business.
Sincerely,
******** *******Business Response
Date: 10/31/2024
Title:Kaity, Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************************************
October 31, 2024
RE: ******** ******* -- 22467533
To Whom It May Concern,
Thank you for forwarding Ms. ******* response to us.
Per Ms. *************** complaint, a request was made for access to her DNA results. Unfortunately,we are unable to fulfil this request because she requested a refund of her order on July 9, 2024. The refund was received by her financial institution on July 11, 2024, per our previous response. This refund occurred before her sample ever arrived at our lab.
Because her order was refunded, her DNA test was deleted and we have initiated the process of destroying Ms. ******* DNA sample following our standard sample destruction process timeline.
If Ms. ******* wishes to process a DNA test, her account has been notated to offer a test at the discounted price of $49. Ancestry also typically has a Black Friday sale after Thanksgiving that she may wish to take advantage of.
Because of the information stated above, we feel that we have done all we can for this member regarding this particular concern. We ask for a review to be completed concerning the situation, by reviewing the members original complaint and the subsequent responses to confirm this statement.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryCustomer Answer
Date: 10/31/2024
Complaint: 22467533
I am rejecting this response because a thorough review of this claim is necessary with all supporting documentation. BBB please reach out to me for tracking numbers, saved chat transcripts, etc. to support everything I have stated in this claim.
Sincerely,
******** *******Initial Complaint
Date:10/21/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid on a subscription. The site doesn't work for me on two browsers. Tech support has been unwilling/unable to fix the problem. I was told by ****** I was getting a month refund but wanted me to call in and handle it with a new agent. I have paid for a service that does not work for me and the company's support is inadequate at best.Business Response
Date: 10/23/2024
Title: Kaity,Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************************************
October 23, 2024
RE: **** **** 22445663
To Whom It May Concern,
Thank 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. **** has been conducting research on our website for many years and has amassed 6 family trees containing tens of thousands of individuals. Therefore,if he has recently switched browsers, he may wish to update his browser or view our supported browsers at the **** below:
******************************************************************************************
***************************************************************************
Our records further show that Mr. **** has conducted hundreds of searches through his account and has reviewed and saved hundreds of hints to individuals within his tree during the past few months as well.
As a courtesy to Mr. ***** we have issued a refund in the amount of $21.99 for the US Discovery subscription and $10 for the Pro Tools subscription 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
AncestryInitial Complaint
Date:10/17/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ancestry violated CA law"Code Sec ***** et seq" (California Business and Professions Code Section ***** ) "Automatic Renewal Law" (***), designed to protect consumers from being charged for ongoing services or products without their explicit consent, essentially requiring businesses to clearly disclose and obtain approval for automatic renewals of subscriptions or deliveries. requires notifications as follows. They charged annually for 3 yr in a row without notifying me. Ancestry.com/************ also violates the law in VT and *** CA law require that. 1- Annual subscriptions: Businesses must send a reminder 1545 days before the renewal date.2-Free trials or discount periods: Businesses must send a reminder 321 days before the end of the trial or discount period.3-The reminder notice must include: A clear statement that the subscription will renew unless canceled, The length of the renewal period, The amount to be charged, A method for canceling, and The business's contact information. Purpose: To prevent businesses from charging consumers' credit cards or other payment methods for recurring services or products without their informed agreement. Key requirements: Businesses must clearly disclose the terms of automatic renewal, including the price, renewal date, and how to cancel, and must obtain affirmative consent from the consumer before charging them for a renewal period. Enforcement: Businesses violating the *** can face penalties *************************************************************************************************************************.,(Added%20by%20Stats.**********************************************************************************************************************************************************. *************************************************************************************************************************************************************************************.Business Response
Date: 10/18/2024
Title: Kaity, Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************************************
October 18, 2024
RE: ***** ********* 22437134
To Whom It May Concern,
Thank 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.
While initiating an Ancestry subscription, customers are informed during the order flow that all subscriptions will automatically renew unless cancelled. This information is also provided in the order confirmation email which is sent to the member upon completion of their purchase. Additionally,per Ancestrys Renewal and Cancellation Terms which are incorporated into the Terms and Conditions to which Ms. ********* agreed, refunds are not based upon account usage.
Our records show that Ms. ********* initiated a semi-annual US Discovery subscription which was not cancelled. Ancestry sent emails to her one month prior to each subscription renewal reminding her of the upcoming renewal which included the charge she could expect to see as well as including instructions on how to cancel the subscription if she wished to do so. The most recent reminder was sent to her on August 1, 2024, and was sent to the same email address she provided in her complaint. Therefore, she may wish to see if her email provider incorrectly filtered the message as spam or junk, or whether the message was directed to another folder within her inbox. However, our records show no cancellation until she called our support line on October ******. During her call, the support agent submitted a refund for the most recent charge of $119.
Our billing system allows us to issue refunds for charges that occurred within the last 13 months. Therefore, we have issued an additional refund in the amount of $119 back to the original method of payment. 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. The confirmation number for this transaction is 474788701.
Unfortunately, as the remaining charges occurred over 13 months ago, no further refunds are available. In light of these circumstances, we are willing to provide Ms. ********* with a complimentary year of All-Access membership (a value of $479) at no cost to her. To take advantage of this offer, she may email us at ******************************************************************.
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
AncestryInitial Complaint
Date:10/15/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company’s call center worker kept me on the phone for 30 minutes while they talked in circles about an alleged need to update payment information by starting a new order, for an account I had previously updated, but which their website did not reflect- even though the website did have the updated payment information. They said I will lose 1 month of service due to their inability to perform billing and payment updates. Further, the call center employee, “Liezel,” at first lied that she was directly employed by Ancestry.com; she later admitted she works at an off-shore call center, that “Liezel” is a fictitious name she uses for telephone work, and she refused to name her employer or even her supervisor. She told me that my previous subscription was for “one month,” when for years I’ve had a monthly subscription automatically billed to a credit card, and she said that I would have to re-subscribe every month. This person claimed that I must place an entirely new order, for my subscription to continue. I have no confidence that the issue they caused has been resolved, and the encounter has caused me unnecessary stress due to the time spent and frustration trying to unravel the call center worker’s dishonesty and misleading statements regarding my subscription and payment information updates—and to the company’s holding my DNA and family information hostage to their technical issues and call center contracts. I fear losing the information, and that their billing errors will affect my credit. I need assurance in writing from Ancestry (not from a contractor) that this will not happen. I do not have the original order # handy, but the new one they insisted was necessary today is listed below.Business Response
Date: 10/18/2024
Title: Kaity, Executive
Office Response Team
Contact Phone:
###-###-####
Contact Email: ******************************
October 18, 2024
RE: ***** ***** -- ********
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 sincerely regret any
incorrect information that may have been provided to Ms. ***** during her
contact with our support center. Our records show that Ms. *****’s Ancestry
account was unable to be renewed as scheduled for September 26, 2024, because
the account linked to the card on file had been closed. Because our system did
not reflect a change in her payment information, the previous “graced”
subscription needed to be cancelled and a new subscription started. Our records
show that the phone agent processed the necessary re-initiation of the
subscription with the updated card information.
Because subscription fees
are collected at the beginning of the subscription period, accounts are not
considered “past due” and are not reported as such. Therefore, the information
should not affect a credit score. If a subscription cannot be automatically
renewed it is placed in a “graced status” while the system attempts to collect
funds. If funds cannot be collected within a reasonable period, the
subscription is then cancelled automatically.
If you have any questions
regarding this matter, please do not hesitate to contact us at ###-###-####.
Sincerely,
Kaity
Executive Response Team
AncestryCustomer Answer
Date: 10/18/2024
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, as the business apologized for the incorrect information given to me by their contractor at the “off shore” call center—which caused unnecessary distress and wasted my time and energy.
Sincerely,
***** *****Initial Complaint
Date:10/11/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 10/11/2024 I went on ************************ to look for someone and to check my account when I noticed that a person by the name of **** ******* not only posted a memorial of my father, my grandfather, and my grandmother, but of my great grandparents as well and did not have permission from anyone in my family to do so. This is not only disgusting, but it also desecrates their memories and the life they lived as they are to be another notch on someone's ************************ belt. The person that posted them doesn't know them and has no right to post them. *********, *********, *********.Business Response
Date: 10/16/2024
Contact Name and Title:
Tracy Covington, Sr. Find a Grave Administrator
Contact Email: [email protected]
Date: October 16, 2024
Re: Christopher Larson --
22412438
To Whom it May Concern,
Thank you for forwarding Christopher
Larson’s communication to us. We have carefully reviewed this request and have
the following response.
As a company, we strive
to serve our customers’ best interests. We apologize for any inconveniences
that have occurred from this situation and appreciate the opportunity for
resolution.
We have verified the
memorials for your father and grandparents, Lon Larson
(271520224), Royden D Larson (271520438), and Dorothy I Otto Larson
(271520391) were removed on October 11, 2024.
We have also taken the
necessary action regarding the member account that uploaded a photo which was
reported as held under copyright by you.
It is possible you may still
be seeing these memorials in a browser search due to search engines creating
cached copies of web pages, so that their search engines will produce efficient
results more quickly. We recommend contacting the search engine directly
regarding their content removal policies.
Once the search engine updates the cached copies of the information they have
gathered, the information should no longer be in search results.
Find a Grave continues
its mission to provide a collaborative community where members can contribute
memorials and record burial dispositions.
If you have any questions
regarding this or any other matters pertaining to Find a Grave, please do not
hesitate to contact us at [email protected].
Sincerely,
Tracy
Sr. Find a Grave
Administrator
Findagrave.comCustomer Answer
Date: 10/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22412438, and find that this resolution is satisfactory to me.
Sincerely,
Christopher LarsonInitial Complaint
Date:10/11/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Randomly got charged 100$ for a subscription that was cancelled months ago and its saying we can't get our money back because its a subscription or something like that, but we never paid for it ourselves or wanted it.....Business Response
Date: 10/14/2024
Title: Kaity,
Executive Office Response Team
Contact
Phone: 1-800-262-3787
Contact
Email: [email protected]
October 14, 2024
RE: Justin Michaud – 22411865
To Whom It
May Concern,
Thank you
for forwarding Mr. Michaud’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 Mr. Michaud purchased an AncestryDNA kit on May 10, 2024, and bundled
the purchase with a quarterly World Explorer subscription for only $1 more. The
subscription was set to renew on August 10th at the regular price. However,
Mr. Michaud placed his subscription on a two-month pause beginning August 8th.
The details regarding the pause were sent to him in a confirmation email on
that date. Then on September 9th, an email was sent to him reminding
him that the pause placed on the subscription was scheduled to end on October 9th and included instructions on how to cancel his subscription if he wished to do so.
However, because the subscription was not cancelled, it automatically renewed
on October 10th.
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 495774611. 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
AncestryCustomer Answer
Date: 10/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22411865, and find that this resolution is satisfactory to me.
Sincerely,
Justin Michaud
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