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
- 829 total complaints in the last 3 years.
- 235 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:06/11/2024
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.
After purchasing a DNA kit from Ancestry in September 2022 I was placed in a membership program. The membership had a free trial period and an opt-out date prior to being charged for a six month renewal. After missing the opt-out date I was charged for the first six-month membership. After that point I sought cancellation of my membership and was told I would have six months to use Ancestry since the charge was nonrefundable. Instead, I was put in two-month pause of the next charge and my account was charged for an automatic renewal in May 2023 for another six months at $158.87. The membership fee was increased and renewed in November 2023 for $180.20. It was reauthorized in May 2024 at that price. I did not receive any notice of the charges, an invoice, or that the membership fees had increased at any time while the membership was active. I was told it is the company's policy is not to issue refunds for membership renewals, regardless of whether it was used or not. Since customers do not know whether they are being charged or not it is incumbent on them to navigate a cancellation website which is misleading and provides prompts to make the customer believe they have cancelled when in reality they have not and continue to be charged for a service they never use.
Business Response
Date: 06/13/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
June 13, 2024
RE: ********************* 21834986
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 World Explorer membership on September 8, 2022. Because it was not cancelled, it rolled into a paid semi-annual membership on September 22nd. Emails were sent to ************** one month prior to each renewal which included the price of the upcoming renewal along with instructions to cancel the membership if desired. However, the membership was not cancelled until June 11, 2024.
Additional records show that ************** was accepting hints (a service for paying members) and updating the tree on his account throughout 2023 and in 2024 with his most current update to the tree on April 5, 2024. If he is interested in reviewing the updates, he may navigate to his tree and click on the Activity button in the black menu bar.
************** called our customer service support line on June 11th and was provided a refund of $180.20 for the most recent charge. As a courtesy to **************, we have issued an additional refund in the amount of $180.20 and a refund for $157.87 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
AncestryCustomer Answer
Date: 06/14/2024
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:06/11/2024
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.
I was recently billed $***** for the monthly subscription. It was due to an autorenewal after a free trial. I asked your company to refund the ***** as you all can see I barely utilize this site. The only reason I utilized it then was because of an email I received from ancestry like they had new information, and the information wasn't new. They did refund me the $25 cancellation fee. I explained to them that my account went into the negative due to this charge and was hoping for sympathy. I'm quite sure you all get money from people all the time. I'm a single mother who needs every dollar and don't want is wasted. So, I need a refund please. Thank you.Business Response
Date: 06/13/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
June 13, 2024
RE: ********************* 21833040
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.
As a courtesy to ************, we have issued a refund in the amount of $21.99 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
AncestryInitial Complaint
Date:06/10/2024
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 was a subscriber to ancesty.com and have been using there service for many years. I no longer use the website or service and decided to stop spending money on a subscription I'm not using. I was able to cancel my membership online, but was forced to pay a cancellation fee of $21.99 in order to cancel. This doesn't even feel legal to charge me a fee to cancel my membership.When trying to reach a customer service representative I was only presented with an AI chatbot.Business Response
Date: 06/13/2024
Title:Kaity, **************** Response Team
Contact Phone: **************
Contact Email: ******************************************
June 13, 2024
RE: *************************** -- 21830971
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 *************** has been maintaining a US Discovery 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 $21.99 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. This information was provided to **************** upon the initiation of his subscription, both online and within the order confirmation email provided when the order was placed. Because his 6-month subscription only had one month left as it was set to renew in July, the cancellation fee was only $21.99 instead of $25.
However, as a courtesy to ****************, we have made an exception to these refund policies and processed a refund for the cancellation fee of $21.99 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: 06/14/2024
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:06/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My husband purchased two Ancestry dna kits for us for Xmas 2023. I took and submitted my test as instructed. When I went to find my DNA results, providing my verification number, the site told me that the number was already in use and to call them. I called as requested and essentially was not helped l asked for a name of someone in management, but the operator refused to give me one. She told me I could call back and speak to another rep. I asked for a refund, but was told i could buy another one. I dont want another one, I just want the test results i already paid for. Company takes your money but does not deliver. Is this a scam?Business Response
Date: 06/13/2024
Title: ****** **************** Response Team
Contact Phone: **************
Contact Email: ******************************************
June 13, 2024
RE: ************************* -- 21825181
To Whom It May ********************* you for forwarding Ms. ********* complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customerssatisfaction in the highest regard.
Please note that the activation code that ******************** was using to access her results is only used to register the kit when it is first received. Once the test has completed processing, the results are posted to the account on which the test was registered. Therefore, she should be able to simply log into the account she created on the Ancestry website and view her results.
Our records show that her test was not activated on an account linked to the email address ******************** provided in her BBB complaint. This typically indicates that the account is linked to an alternate email address. Unfortunately, due to our strict privacy policies, we are unable to provide her with the specific information on the account.
If she does not remember the email address she used to register her DNA kit, she may wish to call our toll-free support number at 1-800-ANCESTRY to verify her account to gain access to her DNA 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: 06/13/2024
Complaint: 21825181
I am rejecting this response because: I already did as asked I ontacted customer service who were unable to help me. Also you have strict privacy, I get it, but the user should have a cess to all ino pertaining to their account.
Furnish me with my DNA test results, or refund my money.
Sincerely,
*************************Business Response
Date: 06/17/2024
Title: ****** **************** Response Team
Contact Phone: **************
Contact Email: ******************************************
June 17, 2024
RE: ************************* -- 21825181
To Whom It May ********************* you for forwarding Ms. ********* response to us. We sincerely regret any frustration this matter may have caused and hope to be able to resolve this matter.
Unfortunately, once DNA results are posted to an account,we are unable to move the results from one account to another. If ******************** does not remember or have access to the email address linked to the account containing her DNA results, she may contact us at ****************************************** to provide us with a physical address to which we are willing to provide a free replacement test to be registered on an account which is accessible to her. Once the replacement test has completed processing, the results would be posted to that account.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryInitial Complaint
Date:06/09/2024
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 am furious that ancestry.com charges a cancellation fee on top of their outrageous price of $32.99 per month. I want my $32.99 and the cancellation fee of $26.00 back. I never used the services, I dont need the services for the remainder of the subscription, I just want my money back and for my membership to be cancelled for good. They are straight robbing folks.Business Response
Date: 06/13/2024
Title:Kaity, **************** Response Team
Contact Phone: **************
Contact Email: ******************************************
June 13, 2024
RE: ******************************* -- 21823345
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 $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 May 24th, including the following excerpt:
Please note that youll be billed $32.99 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 for the monthly charge of $36.38 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.
However, our records show that the cancellation fee of $26.63 was authorized by her bank,but it was not captured by Ancestry. Therefore, she may wish to contact her financial institution regarding the timeframe for the release of that authorization.
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
AncestryCustomer Answer
Date: 06/14/2024
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:06/07/2024
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 signed up for a basic trial membership at ancestry.com in December 2022 and used their services for a few months. I thought my membership was only supposed to be a 6 month trial period. Today, 6/7/24 I got an email notification that my automatically renewing "world membership" fee had been charged to my PayPal account which I rarely use. I was very confused as I haven't logged onto ancestry in over a year. When I looked at my PayPal records I found that I have been being charged $35.10 monthly since January 2023. I never signed up for or agreed to an automatically renewing membership and until today have never received any communication from ancestry telking me that I was being charged for anything. I am obviously very upset and have contacted ancestry to ask for a refund of all fees charged to me without my knowledge or informed consent for the total amount of $631.80. I was told by their customer service supervisor that they could only refund me for the last 3 months of membership fees. They recommended that I contact PayPal about attempting to be refunded for the other 15 months worth of charges, which I am in the process of. I am very upset and disappointed in this company and basically feel that I have been robbed. I would never have agreed to pay $35 a month for a service that I am not even using. Ancestry needs to examine their business practices and do better by their customers. Again, I am requesting a full refund for the entire amount of membership fees that were charged to me without my knowledge and informed consent in the amount of $631.80. Thank you.Business Response
Date: 06/13/2024
Title:Kaity, **************** Response Team
Contact Phone: **************
Contact Email: ******************************************
June 13, 2024
RE: *************************** -- 21819312
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.
Ancestry does not offer 6-month trials of our website. All free trials are for two weeks. Our records indicate that ************** initiated a two-week 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 tax per month. 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. Reminders were also sent to ************** one month prior to each renewal of her semi-annual membership and contained instructions on how to cancel the membership if she wished to do so.
Our records show that refunds for the most recent three months were already provided to ************* on June 7, 2024. Our billing system allows us to issue refunds for charges that occurred within the last 13 months. Therefore, we have made an exception to these refund policies and processed 10 additional refunds of $35.10 each. 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 5-7 business 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 ************** 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
AncestryCustomer Answer
Date: 06/13/2024
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:06/07/2024
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 purchased a kit and membership on 5/12/24. The kit was received and activated on 5/20/24. I followed the instructions which had me scan the activation code. When doing so it made me download the app and it created a new guest account when I signed up with my current account of 13 years. I cant use my membership nor can I get my dna results. I contacted Ancestry on 6/6/24 for the 3rd time and got an actual person that kept telling me I was wrong and I needed to input the activation code manually. I got a supervisor that kept telling *** cant over and over again. They told me I can share my information when the dna results are ready. I dont want to share the results to my account. I want them on my account and the guest one to be deleted. We cant do that. Ok then delete the account, send me a new kit and expedite the process and link it to my main account. I cant ok then give me a full refund and I can get a new kit. I cant, you already used the membership I used the membership for a few hours after I purchased the kit and membership, I have not been able to since. They told me to wait until membership ends to cancel when I said I want it cancelled now. I cant, you have to wait I am unable to cancel the membership with the way the accounts are and I do not want to be charged anymore from them. This company makes a lot of money daily and has zero customer service skills and satisfaction. They blame others for their failure as a company. I would like a full refund, membership cancelled, guest account deleted, my dna results to my original account. If that can not be done I want my dna destroyed. I am willing to try the process again if they expedite it from start to finish at no cost to me for their failures.Business Response
Date: 06/11/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
June 11, 2024
RE: *********************************** 21805629
To Whom It May ********************* you for forwarding Ms. ********* complaint to **. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard.
When registering an AncestryDNA kit, customers are provided instructions on doing so in one of two ways. They may register their kit online by entering the numbers provided on the saliva tube, or they may register the kit through the Ancestry app and scan the tube with their smartphone. In either case, when registering the kit, they may either sign into their account or initiate a free account. Based on the steps ******************** describes, it does not appear that she signed into her account with her email address and password before scanning the code on the tube.
Once a DNA kit is registered to an account, we are unable to move the results from one account to another. Therefore, there are two choices available to ********************. She may either share her DNA results with her old Ancestry account to manage the results once they are posted, or we may delete the original test and send her a free replacement kit. We would be willing to provide free priority processing of the kit, which means that when it arrives at the lab, it would be placed at the front of the line to be processed. However, the processing time itself once it begins processing cannot be expedited as each step must be completed.
Therefore, we ask that ******************** please contact us at ****************************************** to provide us with her preference. If she chooses to receive a replacement kit instead of the results that are already in process, we ask that she also provide us with her preferred shipping address.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryInitial Complaint
Date:06/05/2024
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 were automatically billing me $59 a month that I was unaware of for some trial membership that they auto enrolled me in that I did not intend to be enrolled in, and when I became aware of it, I called and asked for a refund and they refused. I never used the service that they were billing for and I didnt sign up for it was automatically signed on when I bought their DNA testing kitBusiness Response
Date: 06/11/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
June 11, 2024
RE: ******************* 21805629
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.
Ancestry does not automatically enroll individuals into free trials. In order to initiate a free trial on the Ancestry website, an individual must enter their credit card information and accept the Terms and Conditions of membership which include automatic renewals of the subscription.In this case, our records show that a membership was initiated on January 21,2024, under Mr. ***** name and credit card information for a two-week free trial.
As a courtesy to him, we have issued 5 refunds in the amount of $59.99 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 Mr. **** becomes 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:06/05/2024
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.
Im extremely disappointed with ancestry. They charge ridiculously high prices for their subscriptions but do not honor refunds. What poor integrity. I was just told that I could not get a refund on my $249 subscription that I forgot to unsubscribe from because I was not eligible. I have been refunded from every other merchant that Ive run into this issue with except Ancestry. I would have been much more inclined to continue using the service in the future if they would have been more accommodating. This is disgusting. I hope making a profit fulfills them more than losing this money hurts me.Business Response
Date: 06/11/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
June 11, 2024
RE: ********************* 21805285
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. ****** membership was due to automatically renew on June 4,2024. On May 4th, we sent an email to her to remind her of the upcoming renewal and included instructions on how to cancel the membership if she wished to do so. However, the membership was not cancelled and automatically renewed on June 4th.
As a courtesy to her, we have issued a refund in the amount of $259 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 ************** becomes 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:06/01/2024
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 signed up with ancestry.com in January. There was a trial period it never stated that I had to cancel it. I already paid $150 for the *** test. There was no reason for me to become a subscriber for $24.98 monthly because theres nothing that will help you is total scam they send me, some people that are supposed to be related to me theres no way they are people are falling into Very unhappy, they did not reverse my charges. I spoke to a representative this morning. I would like to get a refund since Ive never even used website made me to become a member that I never signed up for.Business Response
Date: 06/03/2024
Title:Kaity, **************** Response Team
Contact Phone: **************
Contact Email: ******************************************
June 3, 2024
RE: ********************* -- 21789023
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 an AncestryDNA kit was purchased on February 13, 2024, for $99 plus shipping for a total of $108.95. On that same date, ************ initiated a free trial and chose the World Explorer subscription option. The auto-renewing nature of the trial is provided online, including the fact that the individual must cancel the trial in order to avoid charges. If not cancelled, free trials will roll into a paid membership. This information was also provided to ************ in the order confirmation email sent to him on February 13, 2024. However, the trial was not cancelled and automatically rolled into a paid membership on February 28, 2024.
As a courtesy to ************, we have issued 4 refunds in the amount of $24.83 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 ************ 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
Ancestry
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.