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:08/22/2024
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.
They do not allow you to cancel subscription, even though it's a month to month subscription the website doesn't allow you to cancel, it says call, then you wait for a call center in *****, they can't hear you, it takes 30 minutes to get them to hear your email or credit card and they still cannot locate your account despite accurate read back of the account details. Forced to cancel my credit card. What a scam and waste of money. Should be shut down.
Business Response
Date: 08/26/2024
Title: Kaity,Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************
August 26, 2024
RE: ******************* 22177567
To Whom it May Concern,
Thank you for forwarding Mr.****** ********* to **. 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. Ancestry absolutely does allow members to cancel their subscription online. ************** may navigate to his account settings and click on the cancellink underneath his membership description to cancel his subscription.
However, based on the information provided to us, we cannot locate the charges in question with Ancestry linked to the email address provided. Because of this, if he is having problems cancelling his subscription,we would ask that ************** 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 ******* 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 **************.
Sincerely,
Kaity
Executive Response Team
AncestryInitial Complaint
Date:08/19/2024
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.
Signed up for Ancestry membership. Cancelled it today and was charged $25! I have seen other complaints in which the company wrote an explanation to the fact. There should be no charge to cancel and I feel blindsided by this fact. An online service charging to cancel is theft by deception. There is NO number to reach a representative and they use AI for chat. So you have no way to speak to a real person. The number has been disabled and it has a message online stating that the high call volume has you to use AI. These business practices are criminal in nature and considered fraud.Business Response
Date: 08/21/2024
Title: Kaity, Executive Office Response Team
Contact Phone:**************
Contact Email: ******************************************
August 21, 2024
RE: *************************** -- 22163418
To Whom It May Concern,
Thank 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.
We regret any frustration this matter may have caused ******************. Ancestry attempts not to blindsidecustomers by providing the information regarding the cancellation fee for the semi-annual or annual billed monthly subscription types in multiple places during the checkout process.
Our records indicate that ****************** initiated a free trial for an Individual Membership subscription and chose the option of a semi-annual subscription billing monthly. Because the chosen subscription began on May 28, 2024, it was scheduled to continue through November 28, 2024. The full six-month price for the subscription type chosen is normally $99, but the option for billable monthly at $16.50 plus tax per month was chosen. 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. Since the membership was cancelled before November 28, it was subject to that cancellation fee. 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 14th, 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 a refund of $25 back to the account originally charged. 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 at any time in the future ****************** 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 **************.
Sincerely,
Kaity
Executive Response Team
AncestryCustomer Answer
Date: 08/22/2024
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.I am in hopes that Ancestry reevaluate the cancellation policy for other subscribers. A sincere thank you to them for refunding me the fee at this time.
Sincerely,
***************************Initial Complaint
Date:08/19/2024
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 am attempting to cancel my subscription to Ancestry.com however when I try to do so, they hold me hostage through forcing me to call them directly or not allowing it to happen.Business Response
Date: 08/21/2024
Title: Kaity, Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************
August 21, 2024
RE: ************************* -- 22163170
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.
Ancestry provides each member control of their account and provides them with the ability to cancel their membership at any time. This can be done easily online by accessing their account settings or by using any of the contact options below:
*************************************************************************
**********************************************************
Our records show that ******************** contacted our Chat support team on August 19th and his subscription was cancelled at that time. The confirmation number for this transaction is 490135308.
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:08/16/2024
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 charged me $35.18 on 8/15 for a FREE trail. I was told it would be free. Upon cancellation, Ancestry charged me $25. I called customer support and they were of no help and didn't seem to care at all. I did not use their services so I should not be charged these ridiculous fees. I will not stop calling until this is resolved.Business Response
Date: 08/20/2024
Title: Kaity, Executive Office Response Team
Contact Phone:**************
Contact Email: ******************************************
August 20, 2024
RE: ************************* -- 22152954
To Whom It May Concern,
Thank 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 two-week free trial on August 1st 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 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. In this case, the email was sent to **************** on August 1st, including the following excerpt:
Please note that youll be billed $32.99 plus tax 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, because the subscription was not cancelled, it automatically renewed on August 15th,2024. As a courtesy to ****************, we have made an exception to these refund policies and processed refunds for the monthly charge of $35.18 and the cancellation fee of $25. These refunds have been issued back to the account originally charged. The confirmation number for this transaction is 490710382.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 **************** 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
AncestryInitial Complaint
Date:08/16/2024
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.
Just want to register how unfair their trial period system can be, where you receive no warning whatsoever along the short time of 14 days, before being billed $ ***** for a service you might not even have started to get a taste.At the same day this billing happened, I sent them a message, asking if would they kindly reverse that amount to my credit card, since I barely had a day-use of their platform. Got a big NO in return. I guess lack of sympathy is also a part of their money making machine.Business Response
Date: 08/20/2024
Title: Kaity,Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************
August 20, 2024
RE: Nei Lisboa 22152694
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.
As a courtesy to him, we have issued a refund in the amount of $54.99 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 his prior cancellation on June 17th, 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:08/15/2024
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.
I helped a friend with setting up her ancestry.com free trial. Since you cannot get a free trial without giving them access to a credit card, I allowed her to use my ****** account with the understanding it would be cancelled immediately. She did not cancel the account and I was not aware of that until I got the billing from ******. Now, in addition to the $42.43 membership fee, I am going to be billed a cancellation fee of $25. (This cancellation fee is outrageous on its face.)Business Response
Date: 08/20/2024
Title: Kaity,Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************
August 20, 2024
RE: ************************* 22146008
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.
When initiating a free trial,members are provided various subscription options. In cases where the member may choose a semi-annual or annual subscription billing monthly at a lower price, they are informed online that the subscription type 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 $43.42 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.
As a courtesy to ****************, we have issued a refund in the amount of $43.42 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.
At this time, we are unable to see that a cancellation fee of $25 was actually charged through ******. If **************** can see an additional $25 charge within her ****** account, she may send us the ****** transaction number for our further review.
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
AncestryCustomer Answer
Date: 08/22/2024
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:08/13/2024
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.
Canceled service previously. Was still billed $106.35 for a service never used. I was not able to provide a cancelation number. Misleading agreement. Customer chat refused to issue the refund. Tried calling in and hold time was 33 minutes. Bad service and refused to resolve my issue.Business Response
Date: 08/16/2024
Title: Kaity,Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************
August 16, 2024
RE: ******************** 22134459
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 12, 2024, and bundled the purchase with a quarterly World Explorer membership for only $1 more. The auto-renewing nature of the membership was provided online and within the order confirmation which was emailed to her on the date of her purchase. The membership was used to create a family tree online and locate photos and documents pertaining to four generations of her ancestors.
Our records show that the membership was not cancelled prior to its renewal on August 12th.Ms. ***** then called our customer support on August 13th to cancel her subscription.
However, 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 *********. 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:08/12/2024
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 is the 3rd time I've asked for updates as this is week 8 since my test was received. my husband and both our children received their results early and within 2 days of each other. I've called/chat 3 times now and i get the same answer, "I'll update your status bar, check back in 2 weeks and you will have results" Well guess what my status bar 3 times now has NOT Been updated. 3 times now I HAVE NOT RECIEVED My results after the 2 weeks. I get no other answers as to why its not ready. 3 times i got told they put in a urgent request to complete my tests and still nothing. then today i found out no1 put an urgent request in for me prior to today. i asked for a refund and they told me if i refund then i get no test results back, what kind of business is this? I've talked to *****, ******************************** ETC ive talked to multiple more people on this.Business Response
Date: 08/16/2024
Title: Kaity, Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************
August 16, 2024
RE: ********************************* -- 22128582
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.
We sincerely regret any frustration the delay may have caused **********************. Our records show that our laboratory received her DNA sample on June 18th, and completion of lab processing typically takes 6 to 8 weeks. In this case, it appears that Ms. ********** sample failed several steps of the testing process, and her sample was therefore tested additional times in an attempt to obtain successful results. Unfortunately, in this case,the lab was unable to obtain successful results from the sample in question and a new sample was requested from her. For more information about why a particular sample may fail, she may wish to review the following help article:
*******************************************************************************************************************
Our records further show that ********************** accepted the free replacement kit on August 13th. Deliver of the kit typically occurs within 7-10 business days. Once she receives the replacement kit, we wish to remind her to register it online using the instructions within the kit.We also recommend reviewing the following help article to enhance the likelihood of submitting a successful sample:
*****************************************************************************
We look forward to receiving Ms. ********** sample to provide her with successful results.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryCustomer Answer
Date: 08/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, I would like Ancestry to please make sure my sample is expedited through the extraction process, When talking to them online on their site the person I was talking to said once I got a kit they would put it through as an expedite I just wanted to make sure that was still the case. Thank you
Sincerely,
*********************************Initial Complaint
Date:08/11/2024
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 11-25-2023 I purchased a gift subscription for my husband for a WORLD EXPLORER GIFT MEMBERSHIP for $159.00 for one year. It was a promotional purchase for Christmas, offered by Ancestry which is supposed to give access to all records on Ancestry, including all public family ****** all Ancestry hints for U.S. & international Ancestry records, ability to create & edit his own family ****** ********* to contact any Ancestry member. He was supposed to have been notified by *********** subscription was supposed to have started approximately January 1, 2024. I gave him a gift card on Christmas showing the gift & told him to look out for the email coming in January. Fast forward to mid February, I asked if he was getting lots of hints & enjoying using Ancestry. He said he'd never received any notification & had no access to anything on Ancestry. I called Ancestry on apx. 02-12-2024 to complain & was told there'd been a GLITCH on their side & the subscription never went through but she was activating a new account starting that ******** would be good for one year till 02-12-2025. As of today, 08-11-2024 my husband has still not been able to use his account, he's not getting any hints, has no access to his accounts, but I'm getting notified of hints for him. It is a MESS!!!! I have made numerous calls all these months, including 2 on 2-12-24 for more than 20 minutes, 2 on 6-12-24 for more than 31 minutes, 2 so far this month and several the past 6 months on my husband's phone & still NOTHING WORKS ON HIS ANCESTRY ACCOUNT. I was told on more than one call I should go to my account & transfer my info to his account! OUTRAGEOUS & UNACCEPTABLE CUSTOMER SERVICE ADVICE! I shouldn't have to do that when I paid for his own account but I purchased a new 6 month trial account on 7-1-2024 for $59.00, tried to transfer the info with NO SUCCESS! I'VE SPENT over $200.00 on a product good to use for one year, we're in August, & still not able to use it once!!!Business Response
Date: 08/13/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
August 13, 2024
RE: ********************* 22126618
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.
Based on the information provided, it appears that our website is functioning as designed.The subscription purchased for **************** is active and has been used to initiate a family tree. Additionally, hints were provided based on the people he added to the tree and our records show that multiple hints were provided and accepted by the tree owner regarding himself, his wife, his sibling, and his parents. However, additional individuals in his tree either contain no surnames or no birth and/or death dates. Therefore, the hint system does not have enough information to suggest specific records. If **************** has any additional questions regarding how to obtain hints within his tree, he may wish to review the help articles at the following URLs:
*****************************************************************************
***********************************************************************************************
However, as a courtesy to ****************, we have issued a refund in the amount of $159 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
AncestryCustomer Answer
Date: 08/15/2024
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 but it is disappointing my husband could not access the info on his own personal account which is why I purchased the gift subscription for him for Christmas.
Sincerely,
*********************Initial Complaint
Date:08/11/2024
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.
signed up for a free trial that ended on 8/10/2024. it says cancel at any time before the trail end date and you will not be charged. i tried to cancel on the first day because i didnt feel that it was worth the price for a subscription. there is no way to ******, the site just runs you in circles. so i sent a message to customer service stating that i wanted to cancel, today 8/11/2024, i got a message that the free trail is over and they are going to proceed to bill me.Business Response
Date: 08/13/2024
Title: Kaity,Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************
August 13, 2024
RE: *************************************** 22126519
To Whom it May Concern,
Thank you for forwarding Mr.Leipharts complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard.
The Ancestry account linked to the email address ******************* provided in his complaint shows that a two-week free trial of our website was initiated on May 21, 2023, and was cancelled within the two-week period. Per his complaint, it appears that he has initiated a new free trial with an alternate email address. Please note that individuals should only be getting one free trial of our website.
Based on the information provided to us, we cannot locate the charges in question with Ancestry. Because of this, we would ask that ******************* 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 ******* 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 **************.
Sincerely,
Kaity
Executive Response Team
Ancestry
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