Complaints

This profile includes complaints for Ancestry.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Ancestry.com has 9 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Ancestry.com

  1300 W Traverse Pkwy Lehi, UT 84043-5373

  
• 

  Ancestry.com

  PO Box 7865 Fremont, CA 94537-7865

• 

  Ancestry.com

  5700 Yonge Street, Suite 200 Toronto, ON M2M 4K2

• 

  Ancestry, Inc.

  7349 Van Buren Ave. Hammond, IN 46324

• 

  Ancestrydna.com/activate

  347 Garden Oaks Blvd Houston, TX 77018

The 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:10/10/2024

  Type:Order Issues
  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.

  Ive been a member of ancestry.com for many years. I had paid their exorbitant fees up until about two years ago, when I stopped due to being on a fixed income, fully realizing that I would lose most (but not all!) access. However, I also bought an autosomal DNA kit through Ancestry four or five years ago, paying full price with the understanding that I would have some access. That was true up until the update of the ancestry.com mobile app yesterday. The one access we had been allowed had been to be able to look at other peoples trees for hints of where to do research. That has been cut off, so now ancestry has my DNA information, many years worth of work, my money, and now offers me absolutely nothing, with no access to anything other than a list of names, and a DNA origin test that hasnt been changed in over a year and a half. I am very tempted to delete my membership and my tree and all of the information on it. Ancestry and other big companies have monopolized the industry completely. I know people will continue to pay their exorbitant fees, but I will not. The only thing I want from Ancestry right now is the access that was cut off on the latest update of the mobile app. That is not too much to ask. Ancestry has whittled its program to the point that only those who pay $250+ a year get any tangible access. When I bought my DNA test, it was with the understanding that I still owned my data, but that is obviously not true anymore.

  

  Business Response

  Date: 10/14/2024

  Title:Kaity, Executive Office Response Team
  Contact Phone: **************
  Contact Email: ******************************************************************
  
  October 14, 2024
  
  RE: ******** *********** -- 22408421
  
  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 had access to DNA results including special features at no additional cost for over 6 years. Additionally, his DNA results have been updated on a regular basis, including new ancestral regions estimates and additional DNA matches who have submitted their tests through our system since Mr. *********** has processed his own test.
  
  Ancestry has released several new DNA features in recent years. These features were included at no additional cost with an AncestryDNA test for a limited time while in beta. Additionally, Mr. *********** continues to have access to the research he previously conducted and may view the family tree he created without a subscription. For more information regarding the information available to individuals without a current paid subscription, he may wish to review the help article at the *** below:
  
  *******************************************************************************
  
  The Ancestry Terms and Conditions state:
  
  By using any of the websites, services, and mobile apps that link to these Terms and Conditions (the Terms)you agree to these Terms we provide the Services and the Ancestry Content to you on an AS-IS basis, meaning without any guarantee or warrantyWe are constantly working to improve our Services. Ancestry frequently runs experiments and tests new features that may not be available to everyone. Ancestry makes no promises that experiments or new features will remain available or be expanded. Ancestry may add or remove functionality or features from the Services, or adjust what services are available based on your account type
  
  Individuals who have a current subscription may view the additional features available within their DNA results. AncestryDNA Plus is an affordably priced semi-annual or annual membership that provides access to premium DNA inheritance tools, 40+personal traits, and new DNA features as they become available. Access to paid records or family trees is not included.
  
  To purchase or learn more about the AncestryDNA Plus membership, we have included a support article with further information below:
  
  ********************************************************************************************
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  Date:10/07/2024

  Type:Billing Issues
  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.

  Double Billing on a cancelled account. I called again today to have this account cancelled and the amount removed from my billing statement. After an hour of continuously being place on hold "while they research the account" ******** refused to process any refund, but he too says that he will cancel the account and that I will get a confirmation email in ***** hours. I explained that is what the last person said, and now I am being double billed. He told me that I am not, I state that I am and I see the pending notices on my credit card statement. He kept stating that I am not. I called my bank (***********) who stated that I have a double charge and that Ancestry.com will have to remove it.

  

  Business Response

  Date: 10/10/2024

  Title: Kaity,
  Executive Office Response Team
  Contact
  Phone: 1-800-262-3787
  Contact
  Email: [email protected]
  
  October 10, 2024
  
  RE: Michela Martin – 22390981
  
  To Whom It
  May Concern,
  
  Thank you
  for forwarding Ms. Martin’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. Martin purchased a DNA kit on July 4, 2024, and chose to bundle
  the purchase with a quarterly World Explorer membership for only $1 more. The
  autorenewing nature of the membership is provided online as well as within the order
  confirmation email provided upon the successful completion of her order. We
  also sent her an email on September 3rd, reminding her of her
  upcoming subscription renewal which included the price she could expect to be
  charged as well as instructions on how to cancel the subscription if desired.
  However, because the subscription was not cancelled, it automatically renewed
  on October 4, 2024.
  
  Our records
  show that only one authorization was sent to her financial institution and one charge
  was debited from her account in the amount of $106.35. As
  a courtesy to her, we have issued a refund in the amount of $106.35 back to the
  account that was originally billed. The confirmation number for this
  transaction is 495354828. 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 would recommend that Ms. Martin inquire with her
  financial institution regarding any additional funds which may have been
  debited. If she is able to see duplicate billing, we ask that she please
  provide us with the Acquirer’s Reference Numbers (ARNs) for both charges showing
  that they are two separate charges. ARNs are unique identifiers assigned to a
  credit or debit card transaction. These numbers are generally between 18 and 23
  digits long. Please note that this is different than the reference number and
  may need to be located by an employee at her financial institution. We regret
  any inconvenience this may present her and appreciate her patience in this
  matter.
  
  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

  Date:10/03/2024

  Type:Service or Repair Issues
  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 attempted to cancel the 2week trial when I received the email letting me know my free trial was coming to an end. While attempting to cancel, there are so many screens that validate the cancellation process and it appears the cancellation didnt go through. I see that my account was charged for the subscription. I went back in to cancel the subscription and was charged a $25 late fee. I am seeking this refund as the process to cancel is cumbersome and I would not have signed up for this knowing the hoops that you have to go through as a consumer.

  

  Business Response

  Date: 10/07/2024

  Title: Kaity, Executive
  Office Response Team
  Contact Phone:
  1-800-262-3787
  Contact Email: [email protected]
  
  October 7, 2024
  
  RE: Brittany Quinn -- 22374131
  
  To Whom It May Concern,
  
  Thank you for forwarding
  Ms. Quinn’s complaint to us. At Ancestry, we are committed to providing
  excellent customer service and hold our customers’ satisfaction in the highest
  regard.
  
  During the cancellation
  process, our goal is to ensure that the decision to cancel is well-informed and
  that we offer additional options that might better suit our members' needs. The
  additional steps in the process allow us to provide helpful alternatives,
  gather valuable feedback, and ensure the security of our members' accounts.
  When a membership is successfully cancelled, the member will receive an email notification
  confirming their cancellation.
  
  Our records indicate
  that Ms. Quinn initiated a free trial for a World Explorer 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 $24.83
  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 $24.83 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 Ms. Quinn on September 18th. Because
  the trial was not cancelled, it rolled into a paid membership on October 3, 2024.
  
  However, as a courtesy
  to Ms. Quinn, we have made an exception to these refund policies and processed
  refunds for the monthly charge of $24.83 and the cancellation fee of $25. These
  refunds have been issued back to the account originally charged. The
  confirmation number for this transaction is 495131083. Please note that it can
  take between 3-5 business days for these funds to become available within their
  financial institution, depending on their refund policies and procedures.
  
  We always appreciate any
  opportunity to assist our members in discovering, preserving, and sharing their
  family history. If at any time in the future Ms. Quinn 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
  1-800-262-3787.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  Date:10/01/2024

  Type:Product Issues
  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.

  - [ ] November 25, 2022
  - [ ] 56.45
  - [ ] A dna testing kit for my mother in order to test her dna
  - [ ] The testing kit was damaged during sample acquisition. My mother asked for a new kit and ancestry dna refused to send her a new new one.
  - [ ] I called the business several times in order to get them to send a new kit however they refused. Saying my mother would need to due that. However, it was a gift from us. She is elderly and cannot call on her own. Therefore I am trying to handle this myself.
  - [ ] Please send a new testing kit or refund or purchase.

  

  Business Response

  Date: 10/02/2024

  Title: Kaity, Executive Office Response Team
  Contact Phone: ###-###-####
  Contact Email: ******************************
  
  October 2, 2024
  
  RE: ***** ****** -- ********
  
  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 sincerely regret any
  miscommunication which may have occurred in this situation. Ancestry is happy
  to provide replacements for DNA kits encountering problems during the process. At
  Ancestry, we take the privacy and security of our members' information very
  seriously. Regardless of who purchased a DNA kit, once a kit is registered by
  an individual, the kit then belongs to the person who registered it. Based on
  the information Mr. ****** has provided, this would be his mother in this case.
  When a customer has registered a DNA kit and then needs a replacement kit, the
  offer of the free kit is placed on the account to which the kit was registered.
  The account owner may log into the account and click on the offer for the free
  replacement and provide the address to which the replacement may be sent. In
  this case, the purchaser of the kit was provided with those instructions to
  assist the account owner to log into the account to accept the free kit
  replacement.
  
  If Mr. ******’s mother was unable to
  log into her account to accept the free kit replacement, she may do so at any time
  by following the instructions in the following help article:
  
  ****************
  
  If she encounters any problems with
  following these instructions, she may email us at ****************************** from
  the email address linked to her Ancestry account so that we may process a
  complimentary order for a replacement at her earliest convenience.
  
  If you have any questions regarding
  this matter, please do not hesitate to contact us at ###-###-####.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer Answer

  Date: 10/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: We have already tried to use customer service email and phone numbers.  They were unhelpful and refused to rectify the problem.  In addition, my elderly mother cannot even get into her account anymore.  It says the email is on file but no account associated.  Please send new testing kit to my home and I will assist her in opening a new account under a different email address.  This should not be so complicated.  please advise. thank you. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 10/07/2024

  Title: Kaity, Executive Office Response Team
  Contact Phone: ###-###-####
  Contact Email: ******************************
  
  October 7, 2024
  
  RE: ***** ******
  -- ********
  
  To Whom It May Concern,
  
  Thank you for forwarding Mr. ******’s response to us.
  
  Mr. ******’s original complaint stated that the DNA kit in
  question was damaged and that a replacement kit was refused. His rejection also
  states a “refusal” to rectify the problem, however, we have provided multiple
  options for Mr. ******’s mother to be able to verify her account to rectify
  this issue. Per our previous response, a DNA test was offered to her by logging
  into her account to accept the kit. Due to our strict account verification
  guidelines, we must work directly with the owner of the test in question. If Mr.
  ******’s mother is unable to call our toll-free support line, he may wish to
  assist her with a three-way call to do so. By doing this, she may verify her
  account by providing the agent with the email address that was linked to her
  account upon its initiation as well as providing her name and zip code.
  
  Otherwise, as stated in our previous reply, she may email
  us directly at ****************************** from the email address linked to her Ancestry account. We can
  assure Mr. ****** that this email address is directed to our team for our
  review. Once we have verified the account, we may work with his mother to
  provide her with a replacement for the DNA test in question.
  
  If you have any questions regarding this matter, please do
  not hesitate to contact us at ###-###-####.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer Answer

  Date: 10/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: We have already attempted  both of these suggested paths of resolution.  Neither worked.  Please mail replacement kit as we cannot attain it any other way.  My address is **** ********** ***, Carlsbad, CA 92009. Thank you. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 10/14/2024

  Title: Kaity, Executive Office Response Team
  Contact Phone: ###-###-####
  Contact Email: ******************************
  
  October 14, 2024
  
  RE: ***** ****** -- ********
  
  To Whom It May Concern,
  
  Thank you for forwarding Mr. ******’s response
  to us.
  
  The Executive Office Response Team
  closely monitors incoming emails to the email address ******************************, and we
  have received no emails from Mr. ******’s mother. Our records show that the
  order number Mr. ****** provided, order***-***-**** was not placed through an
  account in Mr. ******’s name, nor was the kit registered on an account in Mr. ******’s
  name. As previously stated, after the kit is registered, it belongs to the
  person who registered it, which in this case would be Mr. ******’s mother. Because of our strict privacy rules, we must be able to verify the account of the person who registered the test.
  
  Therefore, his mother may email us at ****************************** and provide us with
  the address to which she wishes for her replacement kit to be sent. If Mr.
  ******’s mother has indicated to him that she has already done so, he may wish
  to recommend checking for any typographical errors that may have been present
  during her submission.
  
  If you have any questions regarding
  this matter, please do not hesitate to contact us at ###-###-####.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer Answer

  Date: 10/20/2024

  
  
  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 even.  Their customer service is unacceptable. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:09/29/2024

  Type:Sales and Advertising Issues
  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 purchased an ancestry kit online for an already heavy price tag of over 100 dollars. I had the kit for quite a while before I decided to use it. After getting my results, I was led to believe that in order to see the full extent of the results you would have to pay money, which I was already upset about. I think this is due to the applications incessant spamming of advertisements when attempting to access your results. I subscribed unknowingly, to be charged 3 months later never using the application again or accessing my account since then over 100 dollars for a FUTURE, 3 additional month subscription option. After speaking to a representative they refused to refund me my money despite this being a charge for a service I havent even received or used yet as I stated it is for the next future 3 months. They simply said to me no refunds. Over the phone with no care or regard to me being a customer or in financial crisis. This is also after explaining the situation in which I had no idea I explained the confusion I had and that I hadnt realized that this was an annual subscription but just a price to pay to view my results. I signed up with my Apple ID, so no emails were received and hadnt logged into the account in months which they should be able to see that I was not using whatever premium features they offer that I had no idea I was paying for. Very disappointed in their business tactics and seemingly predatory ways of getting your money after spending a good deal on the *** kit to begin with.

  

  Business Response

  Date: 09/30/2024

  Title: Kaity,Executive Office Response Team
  Contact Phone: **************
  Contact Email: ******************************************************************
  
  September 30, 2024
  
  RE: ******** ****** 22355243
  
  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. ****** accepted an offer for a three-month subscription period for only $1 on June 27, 2024. It should be noted that per Ancestrys Terms and Conditions to which Ms. ****** agreed, Ancestry memberships are not based upon usage and will continue to renew unless cancelled. Additionally, an email was sent to her on August 27th reminding her of her upcoming renewal, which included the amount that would be billed along with instructions on how to cancel the membership if she wished to do so. However, because the membership was not cancelled, it automatically renewed on September 27th.
  
  As a courtesy to her, we have issued a refund in the amount of $106.95 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

• Initial Complaint

  Date:09/25/2024

  Type:Billing Issues
  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.

  I cancelled my membership early September only to be charged on my credit card it said it was cancelled,only to get 6mths of service 169.00 charged to my card, they did a bai and switch because when I went into the account it now shows I didn’t cancel it, I had to press cancel my membership 3 times for it to go through but it said it was cancelled not sure if they had issue where there systems and that is why it said it was cancelled but now shows it wasn’t cancelled, I feel this is fraud away to get 6mths more of service that I didn’t want.

  

  Business Response

  Date: 09/30/2024

  Title: Kaity,
  Executive Office Response Team
  Contact
  Phone: ###-###-####
  Contact
  Email: ******************************
  
  September 30, 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. 
  
  When a
  subscription is successfully cancelled, a cancellation confirmation email is
  sent to the member to let them know it has been cancelled. In this case, we are
  unable to locate a successful cancellation until after the subscription renewed.
  
  As a courtesy to Ms. *****, we have issued a refund in the
  amount of $169 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 Answer

  Date: 09/30/2024

  
  
  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

  Date:09/19/2024

  Type:Order Issues
  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.

  Well some employee over there told me they would send me a frer ancestry test because they lost my test I don't know her name they keep losing people s ancestry accounts I don't know why I have all my information right and I can not get into my account they lost my account I don't want to buy another test it's so wrong they lost my account please stop them from doing that and lieing to people please shut their company down it's so wrong of them then when you try to email their help line it doesn't work it always says wrong email or no email address at the address they lie lie lie please close this company down that is the best thing to do or y'all can have them give me. New test free to send it to my address

  

  Business Response

  Date: 09/24/2024

  Title: Kaity,Executive Office Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  September 24, 2024
  
  RE: ******* ********* 22312034
  
  To Whom it May Concern,
  
  Thank you for forwarding Ms.********* ********* 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 which may have been provided to Ms. ********** Ancestry does not lose accounts, and we are unable to delete AncestryDNA results or Ancestry accounts on behalf of a member. In this case, we have located an Ancestry account linked to the email address Ms. ********* provided in her *********, but it was initiated only days ago on September 19th. Therefore, there is no DNA test associated with the email address provided. Because each individual is required to register their DNA kit on an account with a unique email address, this typically indicates that she either purchased a kit from a different ************ or that she registered an AncestryDNA kit on an account with an alternate email address.Additionally, we are unable to locate an account with the exact surname ********* which also has the zip code of *****. Therefore, Ms. ********* may wish to consider whether she used a different email address, a different surname or a combination of two surnames (or hyphenated surname), or had the kit sent to a different zip code.
  
  We are unable to provide a free replacement test without the ability to confirm that any test purchased by Ms. ********* was done through Ancestry. To assist us with locating the account on which Ms. ********* may have purchased or registered a DNA kit, we would ask that she please contact us at ****************************************** with any of the following information:
  
  DNA order number or cancel confirmation number
  Full activation code of DNA kit
  Date of DNA purchase
  Full name on ancestry account
  Full address to which the order was shipped, 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 ******, any of the following information may be necessary:
  
  PayPal Billing Agreement ID
  ****** 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 ***************
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  Date:09/18/2024

  Type:Product Issues
  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 purchased a *** kit with a 3 month World Explorer membership as a gift for a loved one. At checkout, I marked the item as a gift purchase. After receiving the kit, we discovered that the World Explorer membership was associated with my account, and would indeed NOT be gifted to the recipient of the *** kit. I reached out to customer support and they informed me that the only thing they could do was cancel my membership, and the gift recipient could buy their own membership. This is unacceptable, there is no reason the membership should need to be purchased twice, if it is marked as a gift. As far as I'm concerned, this is a fraudulent ************* tactic.

  

  Business Response

  Date: 09/23/2024

  Title: Kaity, Executive Office Response Team
  Contact Phone: **************
  Contact Email: ******************************************************************
  
  September 23, 2024
  
  RE: **** ****** -- 22306445
  
  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. ****** purchased an Ancestry*** test and chose to bundle the purchase with a quarterly subscription for only $1 more. Currently, Ancestry does not have a method by which an order can be marked as a gift. Customers can choose to add gift wrapping to their order for an additional fee, however it does not appear that Mr. ****** purchased such a service.
  
  In this case the purchase of the subscription in question was only $1. Our records show that Mr. ****** has already cancelled the membership so that it does not automatically renew. He has access to that membership on his account until December 14, 2024.
  
  If we issue a refund for the purchase of the *** kit, it will be deactivated and unable to be processed by our lab. If Mr. ****** wishes to cancel his *** purchase, he may confirm his desire to do so by contacting us at ******************************************************************.
  
  Otherwise, we would be willing to add a complimentary 3-month membership on the account of the kit recipient at their convenience. To accept this offer, he may contact us at the aforementioned email address.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  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 would not accept my payment from my husband's credit card. They told me that I had to go back into ****** play to reestablish connection with them after I was told to cancel my subscription with ancestry

  

  Business Response

  Date: 09/23/2024

  Title: Kaity, Executive Office Response Team
  Contact Phone: **************
  Contact Email: ******************************************************************
  
  September 23, 2024
  
  RE: **** ***** -- 22305811
  
  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. ***** had an Ancestry membership through the app. Purchases made on the Ancestry app are done through their iTunes or ****** Play account depending on their device. Therefore, ********************** is not processing the payment, but it is done through the appropriate entity (***** or ******). If Ms. ***** is having problems with purchases made through her ****** Play account, we recommend she contact them for assistance.
  
  Otherwise, she may initiate a subscription directly from the Ancestry website, or by calling our support line at 1-800-ANCESTRY for assistance with initiating a membership.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  Date:09/18/2024

  Type:Billing Issues
  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.

  I had signed up for their 2 week trial on 8/4/24. On the night of 8/17/24 between 11:!0 and 11:20pm est, I realized that I had to cancel it before the 18th which I did and it showed on the screen. The next morning I received an email from my card issuer about the $34.97 charge to them which was cancelled the night before. I tried contacting them through their chat which you have to jump hoops through to get to the right spot then waited and waited. I have more important things to do than wait on chat or even on hold for any company. I tried resolving this through my card issuer but more hoops have to be jumped on both companies asking for the same information they already have. So on 9/16/24, I now had to cancel again before I get charged another $34.97. During the cancellation process, they charge a $25 cancellation fee which I would not have had to pay if they would of cancelled it the first time. They owe me $59.97 in total and I'm prepared to file a case with the Attorney General if this doesn't get resolved. After reading the other complaints, this seems to be a common issue.

  

  Business Response

  Date: 09/23/2024

  Title:
  Kaity, Executive Office Response Team
  Contact
  Phone: 1-800-262-3787
  Contact
  Email: [email protected]
  
  September 23, 2024
  
  RE: Steve Pintac -- 22304461
  
  To Whom
  It May Concern,
  
  Thank
  you for forwarding Mr. Pintac’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 indicate that Mr. Pintac initiated a free trial for a World Explorer
  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 $32.99 plus applicable tax 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 $32.99 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.
  When a member successfully cancels a subscription, they are sent a cancellation
  confirmation email. We can confirm that Mr. Pintac successfully cancelled the subscription on September 17th almost a month after the subscription had begun. Due to the cancellation prior
  to the end of the 6-month period, the early cancellation fee was applied.
  
  However,
  as a courtesy to him, we have made an exception to these refund policies and
  processed refunds for the monthly charge of $34.97 and the cancellation fee of
  $25. These refunds have been issued back to the account originally charged. The
  confirmation number for this transaction is 493559908. Please note that it can
  take between 3-5 business days for these funds to become available within their
  financial institution, depending on their refund policies and procedures.
  
  We
  always appreciate any opportunity to assist our members in discovering,
  preserving, and sharing their family history. If at any time in the future Mr.
  Pintac becomes interested in researching or saving his family history, he may
  continue to use the free services found on Ancestry even now after his
  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 Answer

  Date: 09/23/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22304461, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Steve Pintac