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:05/13/2024
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.
the amount of money they charged for not cancelling a "free trial" before the cutoff date
Business Response
Date: 05/20/2024
Title:Kaity, **************** Response Team
Contact Phone: **************
Contact Email: ******************************************
May 20, 2024
RE: *************************** -- 21705943
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 May 5th, 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.
Our records further show that ************** called our toll-free support queue on May 9th where an exception was made and she was refunded $24.83 for the monthly charge. However,as a courtesy to her, we have made another exception to these refund policies and processed an additional refund for the cancellation fee of $25 back to the account originally charged. The confirmation number for this transaction is 481008557.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:05/13/2024
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.
see Attached documentBusiness Response
Date: 05/20/2024
Title: ****** **************** Response Team
Contact Phone: **************
Contact Email: ******************************************
May 20, 2024
RE: ************************* -- 21704290
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.
Unfortunately, we are unable to locate an account linked to the physical address ****************** provided, and there was no email address provided in order to locate an account within our system. Additionally, ***************** indicated that there was an attachment to her complaint to explain the nature of her request, however there was no attachment to this complaint.
She may contact us directly at ****************************************** with her email address or other information necessary to locate her account with additional information regarding her complaint at her earliest convenience.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryInitial Complaint
Date:05/12/2024
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.
I noticed charge from ancestry.com on my bank statement. I did not sign up for a membership and had a difficult time trying to cancel this. When I canceled the membership I never signed up for I received message stating I'm being charged a cancelation fee. I did not use ancestry.com.Business Response
Date: 05/13/2024
Title:Kaity, **************** Response Team
Contact Phone: **************
Contact Email: ******************************************
May 13, 2024
RE: *********************** -- 21700059
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 monthly US Discovery membership in August of 2022. The account was used to conduct searches throughout 2022 and 2023 and was then cancelled on September 19, 2023.
However, a new World Explorer subscription was initiated on the same account on May *******, and the option of a semi-annual subscription billing monthly was chosen. After the subscription was initiated, several searches were conducted after which *************** cancelled the subscription online.
The full six-month price for the subscription type chosen was billable monthly at $32.99 per month, plus applicable taxes. 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 12, 2024, 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 her, we have made an exception to these refund policies and processed refunds for the monthly charge of $36.02 and the cancellation fee of $26.63. 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
AncestryCustomer Answer
Date: 05/16/2024
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:05/07/2024
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 just wanted a DNA test for ******. The first test came back inconclusive. They sent a second kit to me and gave me my results last week. The first 3 months I had no results and I was automatically renewed approximately the same time I received my results.Business Response
Date: 05/09/2024
Title:Kaity, **************** Response Team
Contact Phone: **************
Contact Email: ******************************************
May 9, 2024
RE: *************************** -- 21679960
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.
************** has indicated that she wanted her *** results which she has received. Because she has already received her results, the *** purchase is not eligible for a refund.
However, as a courtesy to her, we have issued a refund in the amount of $99.95 back to the account that was originally billed for the purchase of the subscription on her account. 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:05/06/2024
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.
On Wednesday, April 17th, I paid $628.70 to AncestryDNA to purchase 6 PetDNA kits. When the kits arrived, I realized that the kits were for Dog DNA testing only. Therefore, I contacting AncestryDNA to see if I could return the 4 surplus kits for a refund. They agreed, and provided a return postage label. I returned the 4 surplus kits to Ancestry DNA, and they received the kits on Monday, April 30th. I have not received a refund for these kits, and it has been one week. I want a refund for the 4 kits. The kits were returned in the 60 day timeline required by the company, and they have not upheld their end of the agreement by giving my a refund for the 4 kits.
The Order # is Order Number: *********
Tracking # for Return is **********************Business Response
Date: 05/09/2024
Title: Kaity,
Executive Office Response Team
Contact
Phone: ###-###-####
Contact
Email: ******************************
May 9, 2024
RE: ********* ******* – ********
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
indicate that Ms. ******* was approved to return four PetDNA kits at $99 each
plus shipping of $19.80 minus a processing fee of $15 each for a total of $355.80.
Unfortunately, the first attempt to issue this refund on April 30, 2024,
encountered an error while processing.
Records
further show that a chargeback was issued through PayPal on May 2nd in
the amount of $396.00. We have now accepted this
chargeback within the PayPal system. The PayPal Transaction ID for this refund
is *****************. Please note that it can take between 5-7 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: 05/10/2024
Complaint: ********
I am rejecting this response because:Paypal initiated the refund NOT AncestryDNA! Every time I contacted Ancestry DNA, they NEVER mentioned there was an alleged "error." AncestryDNA kept telling me to wait several days to wait for the refund. I called AncestryDNA multiple times over several weeks, and none of the associates mentioned an error, they just kept telling me to wait.
Sincerely,
********* *******Business Response
Date: 05/10/2024
Title: Kaity, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: ******************************
May 10, 2024
RE: *********
******* -- ********
To Whom It May Concern,
Thank you for forwarding Ms. *******’s response to us.
Until Ms. *******’s BBB complaint, she had only communicated
with phone agents who do not have access to the backend finance systems to be
able to see the original refund error. Therefore, once her complaint was filed,
we were able to investigate her request further.
Per our previous response, we recognized that Ms. *******
initiated a chargeback request and that we accepted the chargeback. We did not imply
that PayPal did not initiate the refund request. We have provided Ms. *******
with the PayPal refund Transaction ID. Therefore, she may contact PayPal
regarding the status of her refund request if she has additional questions.
If you have any questions regarding this matter, please do
not hesitate to contact us at ###-###-####.
Sincerely,
Kaity
Executive Response Team
AncestryInitial Complaint
Date:05/03/2024
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.
Plz remove my personal name and details from your date base as it is causing a life treating matter. Business is exposing my personal information online about my family name and personal divorce history and ex name, multiple attempts to reach them to ask them to remove my personal information for privacy reasons as I am a victim violence and an asylum refugee and i am worried about my personal life.Business Response
Date: 05/06/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
May 6, 2024
RE: ************************* -- 21665287
To Whom It May ********************* you for forwarding Ferass complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard.
We are sensitive to privacy concerns for living individuals and review removal requests on behalf of living persons, their immediate spouses, and their minor children. If they have an active subscription, they may send the individual URLs for each specific record or page to ensure Ancestry is reviewing the appropriate records. We ask that they do not send a URL of a search results page. Search results pages can contain information about multiple individuals and because of this, will not be removed upon request.
If they do not have a subscription or account and find a record on an Ancestry search results page they cannot access, but wish to have removed, they may right click on the record link and select copy link address. This URL can then be emailed to us at ******************************************.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryCustomer Answer
Date: 05/07/2024
Complaint: 21665287
I am rejecting this response because: i have tried reposting the link as you have stated it did not work and gave me an error message. I kindly ask you to remove my personal information as this can threaten my life. Kindly understand and escalate. Thank you
Sincerely,
*************************Business Response
Date: 05/09/2024
Title:Kaity, **************** Response Team
Contact Phone: **************
Contact Email: ******************************************
May 9, 2024
RE: ************************* -- 21665287
To Whom It May ********************* you for forwarding Feras response to us.
Within the rejection, it is stated that they attempted reposting the link and received an error message.However, they did not email the link to us as requested in our response.
Per our previous response, we are sensitive to privacy concerns for living individuals and review removal requests on behalf of living persons, their immediate spouses,and their minor children. If they have an active subscription, they may send the individual URLs for each specific record or page to ensure Ancestry is reviewing the appropriate records. We ask that they do not send a URL of a search results page. Search results pages can contain information about multiple individuals and because of this, will not be removed upon request.
If they do not have a subscription or account and find a record on an Ancestry search results page they cannot access, but wish to have removed, they may right click on the record link and select copy link address. This URL can then be emailed to us at ******************************************.
To this date, we have not received an email from ************************* at our email address, ********************************************* again ask that they contact us with the URLs where their information is located or with any questions they may have about how to copy the URLs they locate.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryInitial Complaint
Date:05/03/2024
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.
My subscription was due to renew on May 1, 2024. In early April, I cancelled my subscription using Ancestry.com’s website. I went through all the steps they required to cancel and the site gave a confirmation number and stated I would receive a confirmation email.
On May 2, I was billed via PayPal for $259 for subscription renewal. That same day, I contacted Ancestry to request a refund since I had already cancelled. I received a reply stating they had cancelled my subscription…but my account would remain active until November - no refund! I tried again, re-phrasing, but same automated response. I tried calling but the only redirecting choices on the automated answering were sales pitches for dna and other products - nothing for billing. No other billing phone contact was found on their website. I could not find my note to self with the original cancellation number or related email in April. Unfortunately, my trust in the cancellation process was unwarranted. Given the many other complaints on BBB’s site, Ancestry.com uses unscrupulous subscription tactics. Shameful!Business Response
Date: 05/06/2024
Title: Kaity,
Executive Office Response Team
Contact
Phone: ###-###-####
Contact
Email: ******************************
May 6, 2024
RE: ***** ********* – ********
To Whom It
May Concern,
Thank you
for forwarding Ms. *********’s complaint to us. At Ancestry, we are committed
to providing excellent customer service and hold our customers’ satisfaction in
the highest regard.
Our records
show that Ms. *********’s membership was in fact scheduled to automatically
renew on May 1, 2024. However, our records also show that the subscription was
not successfully cancelled online until she called on May 2nd after
the billing already occurred. A confirmation email was therefore sent to her on
May 2nd regarding her cancellation and her membership was due to
cancel at the end of the subscription period on November 1, 2024.
As a courtesy to Ms. *********, 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 Ms. ********* 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
AncestryCustomer Answer
Date: 05/06/2024
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:05/03/2024
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 DNA kit on Feb 19 and activated it on March 5. I sent the kit in and was getting updates about its progress. I received the last update that it was being analyzed on April 26. By the 29th, the test disappeared from my account.
I contacted customer support the same day. At first, they said that I deleted the test from my account. I did not. Then, they said that someone must have hacked into my account and removed it. No one has access to my computer or passwords, so that was unlikely. Then, they claimed it was a "glitch". I did not sound reasonable. Then, they claimed that I filed a chargeback for the test and they deleted it because of that. I did not. I provided my PayPal statement, which was my payment method, as proof. The statement goes from the purchase date to present day and shows my purchase but no chargeback.
They deleted my test without my permission and refuse to reinstate it. They are sending a new kit, but refused to expedite its shipping, which I specifically requested because they were the ones who deleted the original test.
Their customer service overall has been rude, condescending, and entirely unhelpful. They have my money and clearly care about little else.Business Response
Date: 05/07/2024
Title: Kaity,
Executive Office Response Team
Contact
Phone: ###-###-####
Contact
Email: [email protected]
May 7, 2024
RE: * ****** -- ********
To Whom It
May Concern,
Thank you
for forwarding Ms. ******’s complaint to us. At Ancestry, we are committed to
providing excellent customer service and hold our customers’ satisfaction in
the highest regard.
We have been
in direct contact with Ms. ****** regarding this matter. Our records indicate she
purchased a DNA kit on February 19th, 2024. It was later activated on March
5th, 2024. On April 13th, 2024, we received a chargeback request for the
original order via Paypal stating that she had not received the item.
By April
23rd, 2024, the dispute had been settled in the customer’s favor for the full
amount of $78.95 and the funds were taken from Ancestry as well as a $10
chargeback fee. The Case ID for this chargeback is ******************. Because the
funds had been taken back for the original kit order, test results were deleted
on April 29th, 2024. If Ms. ****** has additional questions regarding the
chargeback and refund in question, we recommend she contact PayPal directly
with the provided case number for further information.
Our records
further indicate that starting April 9th, 2024, we have received multiple
contacts from her that began with asking for updates to the DNA test and then
changed to requesting complimentary products. To date, she has received a
refund of $78.95 for the original DNA kit purchase via Paypal, and multiple
complimentary offers including a DNA kit (a value of $78.95), priority
processing (a value of $19.99) and a month of the All-Access subscription time
(a value of $59.99), with the last one to be honored at a later date of her
choosing.
We can
confirm the kit was shipped out, has since been activated and priority
processing has been applied. Because of the information stated above, we feel
that we have done all we can for this member regarding this particular concern.
We ask for a review to be completed concerning the situation, by reviewing the
member’s original complaint and the subsequent responses to confirm this
statement.
If you have
any questions regarding this matter, please do not hesitate to contact us at
###-###-####.
Sincerely,
Kaity
Executive
Response Team
AncestryCustomer Answer
Date: 05/07/2024
Complaint: ********
I am rejecting this response for two reasons:1. I did not place a chargeback. I have sent both Ancestry and the BBB documentation of this in the form of my complete PayPal activity history from the time of purchase to present day, which clearly shows the lack of a chargeback. I am offended by this part of their response.
2. I did not change my mind about my ask. I always wanted to know where my DNA results were. Ancestry initiated the offer of the new kit when their customer service representatives adamantly refused to reinstate the original test results that they deleted on their own. Again, this phantom chargeback is not an excuse, because it does not exist. At that point, I did insist on priority processing, as well as expedited shipping, because Ancestry alone put me in this situation of having to wait even longer for results in the first place.The only reason I am still associating with this company is because of the strength of their database. This, however, does not excuse their response to the issues I have raised with them.
Sincerely,
* ******Business Response
Date: 05/09/2024
Title:
Kaity, Executive Office Response Team
Contact
Phone: ###-###-####
Contact
Email: [email protected]
May 9, 2024
RE: * ****** -- ********
To Whom It
May Concern,
Thank you for forwarding
Ms. ******’s response to us.
Per Ms. ******’s
original complaint, a request was made to provide her with DNA results on her
account. Unfortunately, we are unable to fulfil this request because we have
shown that PayPal took the funds back from Ancestry due to a chargeback request
submitted by Ms. ******. Therefore, the results in question were deleted upon
completion of processing. Once deleted, DNA results cannot be reinstated.
Notwithstanding the fact
that the funds have been taken from us, we have provided Ms. ****** with a
complimentary DNA test as well as priority processing for the new test, a total
value of $98.94. Although we have provided the case ID and transaction ID for
the chargeback in question, Ms. ****** appears to refuse to contact PayPal with
the numbers we have provided to request that they provide her with information
regarding her refund.
Because of the information stated above, we feel that we have done
all we can for this member regarding this particular concern. We ask again for
a review to be completed concerning the situation, by reviewing the member’s
original complaint and the subsequent responses to confirm this statement.
If you have any
questions regarding this matter, please do not hesitate to contact us at
###-###-####.
Sincerely,
Kaity
Executive
Response Team
AncestryCustomer Answer
Date: 05/09/2024
Complaint: ********
I am rejecting this response because Ancestry appears to be unwilling to accept the fact that they are wrong.PayPal has no additional information to give me about this purchase. At this point, the matter is squarely between Ancestry and me. The fact of the matter is that I paid for a service that I have yet to receive. Ancestry presumably did the work to analyze the DNA, but refuse to release the results. I did not file a chargeback with PayPal and provided documentation to support that assertion. Ancestry has provided no such proof about their claims. (Pasting a random number as a "chargeback ID" is not proof. It is a random number.)
All I am asking for is what I originally paid for. Any additional costs that Ancestry has taken on was because of the situation that Ancestry started themselves by refusing to release my original test results.
Sincerely,
* ******Initial Complaint
Date:04/25/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
All my DNA data,profile, matches just disappeared from the website. This has scared the heck out of me after being on there for a long time! I hope you weren't hacked!Business Response
Date: 04/29/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
April 29, 2024
RE: ******************* -- 21623243
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. ****** *** results are still linked to the account in question. To view his results, he may log into the account and navigate to the *** Summary page. By clicking on the View Another Test button in the top right corner of the screen, he may choose his name from the resulting drop-down menu.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryInitial Complaint
Date:04/23/2024
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.
4/7/24 Ancestry.com received payment for basic DNA kit, analysis of returned kit, & making analysis availalble. The result was an updatable email message showing how far they had progressed. Its current status is the the information will be available on April 21. Today, April 23, it still gives the available date as April 21, supplemented by a brief message that they're really busy. In the meantime, they've sent several emails trying to get me to pay for more of the services.Business Response
Date: 04/29/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
April 29, 2024
RE: ********************************* 21616152
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.
We apologize for any frustration this situation may have caused. ********************** indicated that her AncestryDNA order was place on April 7, 2024. It should be noted that once our lab receives the kit, normal processing is 6 to 8 weeks. For example, if the lab receives the sample in question on April 7th, the regular processing time would typically be May 19th to June 2nd. It should be noted that when checking the status online, dates are provided as estimated dates and should not be considered promised delivery dates.
Unfortunately, we are unable to locate an account linked to the email address or zip code provided in ********************** complaint. Because of this, we would ask that she 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 PayPal, 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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