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

  1300 West Traverse Parkway Lehi, UT 84043

  
• 

  Ancestry

  153 Townsend St. San Francisco, CA 94107

• 

  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:08/09/2024

  Type:Delivery 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.

  Ordered a DNA kit from Ancesty.com and paid my money. After a few days I got the kit. Upon opening the kit, it was different from the videos and intructions, but I completed it anyways. Then I realized that there is not a return address paper like in the instructions and videos. I looked online, and appraently you can print one off yourself, but my email didn't have that link on it. I called customer support and they took my info and told me to email another email address. I emailed that address and got no response. I ve tried talking and chatting online with customer service people, but they just keep telling me to email this other email address that doesn't work. I'm fed up with the lack of customer service and want a refund as I cannot get a label sent to me or one to print out. It seems like a simple thing, but they are unable to it, so I don't trust them with my DNA. Wanting refund, but they will not give it. Just giving excuses and asking me to wait. I want a full refund for my purchace that I cannot use.

  

  Business Response

  Date: 08/13/2024

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  August 13, 2024
  
  RE: *********************** 22117599
  
  To Whom It May ********************* you for forwarding ************** complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard. 
  
  Our records show that ************ contacted our customer support team on August 9th and a refund was submitted at that time in the amount of $122.07 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 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.
  
  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: 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.
  

  Refund was received. 

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/06/2024

  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.

  THE PROBLEM IS I HAVE CANCEL MY SUBSCRIPTION AND PAMENT IS STILL BEING REQUSTED FROM MY CREDIT CARD.

  

  Business Response

  Date: 08/07/2024

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  August 7, 2024
  
  RE: *********************** 22099215
  
  To Whom It May ********************* you for forwarding Mr. ****** complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard. 
  
  Based on the information provided in Mr. ****** complaint, an Ancestry subscription could not be located linked to the email address or physical address he provided.This typically indicates that the email address linked to the account was an alternate email address. Additionally, because the physical address ************** is an FPO address, the billing address on Mr. ****** Ancestry account would typically be linked to a US address instead.
  
  However, we have located the charge to which we believe he is referring and have issued a refund in the amount of $32.99 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 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:08/03/2024

  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.

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

  

  Business Response

  Date: 08/07/2024

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

  Customer Answer

  Date: 08/07/2024

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

• Initial Complaint

  Date:08/03/2024

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

  

  Business Response

  Date: 08/07/2024

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

  Customer Answer

  Date: 08/07/2024

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

• Initial Complaint

  Date:07/27/2024

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

  

  Business Response

  Date: 07/29/2024

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

  Customer Answer

  Date: 07/29/2024

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

• Initial Complaint

  Date:07/26/2024

  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.

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

  

  Business Response

  Date: 07/29/2024

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

  Customer Answer

  Date: 07/29/2024

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

• Initial Complaint

  Date:07/24/2024

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

  

  Business Response

  Date: 07/24/2024

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

  Customer Answer

  Date: 07/25/2024

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

• Initial Complaint

  Date:07/23/2024

  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.

  I am writing to file a formal complaint against Ancestry.com regarding their predatory billing practices. I signed up for a free 14-day trial with Ancestry.com, with the understanding that I could cancel my subscription anytime before July 23 without incurring charges. Unfortunately, I encountered significant issues with their website when attempting to cancel my subscription.Throughout the cancellation process, I faced technical difficulties where the website continuously reset and opened new pages, preventing me from completing the cancellation. Despite these obstacles, after multiple attempts and following the cancellation prompts as best as I could, I eventually clicked the "Cancel Subscription" button, which redirected me to another page. I assumed this action successfully cancelled my subscription.However, I did not receive any email confirmation verifying the cancellation. I also never received ANY emails that my subscription was about to renew. To my surprise, I discovered that Ancestry.com had charged me for a subscription renewal despite my efforts to cancel within the agreed-upon trial period. I was THEN charged a cancellation fee when I realized what had happened. SCAM!This experience with Ancestry.com's practices is deeply concerning and highlights a clear pattern of deceptive behavior. They provide a cancellation process fraught with technical issues, fail to provide adequate confirmation of cancellation, and subsequently charge customers without warning or consent.I request an immediate investigation into this matter and urge the Better Business Bureau to take necessary action to rectify these predatory practices. I seek a refund for the unauthorized charges and request that Ancestry.com improve their cancellation process to prevent similar issues for other consumers.Thank you for your attention to this matter. I look forward to your prompt response and resolution of this complaint.

  

  Business Response

  Date: 07/24/2024

  Title:Kaity, **************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  July 24, 2024
  
  RE: *********************** -- 22029392
  
  To Whom It May ********************* you for forwarding Ms. ******** complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard.
  
  Our records indicate that ***************** 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 ****************** on July 8th, including the following excerpt:
  
  Please note that youll be billed $24.83 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.
  
  It should be noted that information regarding the reason customers may be cancelling their memberships is collected and used for tracking purposes. Therefore, we regret if ****************** did not note the additional questions when attempting to cancel her membership. When memberships are cancelled correctly, the member will receive a cancellation confirmation email.
  
  However, as a courtesy to her, 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 *********. 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
  Ancestry

  Customer Answer

  Date: 07/25/2024

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

• Initial Complaint

  Date:07/22/2024

  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.

  Have been charged $711 in a year. They charged my debit card $149 on 6/14/2024, $149 on 3/14/2024, $183.95 on 12/14/2023, and $229 on 6/12/2023. The membership I pay for is 229 per year. The bottom line is ancestry took money that didnt belong to them. They stole money.

  

  Business Response

  Date: 07/24/2024

  Title:Kaity, **************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  July 24, 2024
  
  RE: *********************** -- 22025463
  
  To Whom It May ********************* you for forwarding ********************** complaint to **. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard. 
  
  At this time, a semi-annual All-Access subscription is $259 for a six-month period, or $479 for an annual subscription. However, our records show that as of May 11, 2023, ******************** had chosen a semi-annual subscription for $229 to be charged twice per year and was not an annual membership as she has reported. However, we attempted to renew her semi-annual membership on November 11, 2023, but were unable to collect payment and her membership was cancelled at that time. Therefore, The $229 reported as part of the requested refund was already used and cancelled as of November 2023.
  
  On December 11, 2023, ******************** purchased a *** kit and bundled the purchase with a quarterly All-Access membership which would automatically renew every three months for $149 unless cancelled. The auto-renewing nature of the membership was provided online as well as within the order confirmation email sent to her on December 11, 2023. Additionally, each time the membership was due to renew, we sent an email to her one month prior to the renewal to remind her of the upcoming renewal as well as the price that she could expect to be incurred. Instructions on cancelling the subscription if desired were also included.
  
  In addition to the charges incurred for the All-Access membership, ******************** also initiated a Pro Tools membership which provides access to additional research tools and features. $60 of the reported charges were for that access as well as the charge for the *** kit purchased in December 2023.
  
  Therefore, the remaining charges for 2024 include the two automatic renewals of the quarterly All Access membership for $149 each that ******************** had initiated in December 2023. Our records show that she was accessing and utilizing her account for research purposes and therefore not subject to refund.
  
  However, she called our toll-free support line on July 22, 2024, and a full year of All-Access membership was activated on her account free of charge (a value of $479). Therefore, notwithstanding the fact that the account was being used, if ******************** wishes to obtain refunds for the two charges of $149 each and cancel the free annual membership on the account, she may contact us at ****************************************** so that we may do so.
  
  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:07/17/2024

  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.

  June 14 2024 I saw transactions for Archives.com on my Paypal account. I tried finding the account and could not get into the sit with my email ***************************** the first email I sent to the company I requested cancelation and refund. They responded with couldn't find my account. Then I emailed and said I couldn't remember the email I used and they were able to trace my account to my Paypal email ************************* I said that I wanted a refund and to cancel on June 14, 2024 I thought this was taken care of because they said I was intitled to no refund but the account would be canceled. Here, today, July 17th, 2024 I received another charge on my Paypal and an additional $35 fee on my connected bank account to cover the transaction. Which is the total of the $10.85 charge and the $35. bank fee.

  

  Business Response

  Date: 07/22/2024

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  July 22, 2024
  
  RE: ********************************* -- 22003990
  
  To Whom It May ********************* you for forwarding ******************** complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard. 
  
  Our records show that ******************** initiated a free trial of the Archives website on April 7, 2024. Because the trial was not cancelled, it rolled into a monthly membership on April 14th. We received emails from ******************** regarding the cancellation of her membership in June and an email was sent to her on June 20th stating that there was no cancellation prior to her emails at that time and that we could cancel the subscription ending on July 14th.The email stated that we needed her to let us know how she would like us to move forward, but we did not receive a response from her.
  
  As a courtesy to ********************, we have made an exception to our refund policy and have issued 4 refunds in the amount of $10.85 each back to the account that was originally billed. The confirmation number for this transaction is 561587701.The access to the databases associated with this membership has been terminated effective immediately, and ******************** will have no future billing from Archives.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.
  
  Because Archives did not collect the bank fees to which she has referred, we would be unable to provide a refund for those fees. However, we have now refunded all charges incurred by Archives.com. If she has additional questions regarding any bank fees she has incurred, we recommend she contact her financial institution who charged the fees 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: 07/22/2024

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