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.
- 231 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/27/2024
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 changed my subscription over 2 months ago, and I was billed $243.66 for the next 6 months.I asked for a refund of the money and was told I needed to read the "Terms of Service".I was told I would have to wait until Sep before I could change it.
Business Response
Date: 04/01/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
April 1, 2024
RE: *********************** 21493768
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 customer support after the renewal charge had already occurred and was notified that the charge was not eligible for a refund per our Cancellation and Renewal Terms since the change occurred after the renewal had already taken place.
As a courtesy to him, we have issued a refund in the amount of $243.66 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
AncestryCustomer Answer
Date: 04/02/2024
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:03/25/2024
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.
Renewal fees without my consentBusiness Response
Date: 04/01/2024
Title: Kaity,
Executive Office Response Team
Contact
Phone: ###-###-####
Contact
Email: ******************************
April 1, 2024
RE: Mr. ******** ****** – ********
To Whom It
May Concern,
Thank you
for forwarding Mr. ******’s complaint to us. At Ancestry, we are committed to
providing excellent customer service and hold our customers’ satisfaction in
the highest regard.
Our records
show that Mr. ****** initiated a semi-annual US Discovery membership. The
auto-renewing nature of our subscriptions is provided online as well as within
the Terms and Conditions to which Mr. ****** agreed. The auto-renewing nature
is also provided within the order confirmation email after the membership is
purchased. Additionally, an email is sent to the subscriber one month prior to
the renewal which includes instructions on how to cancel the membership if
desired. In this case, the email reminder was sent to Mr. ****** on January 31,
2024. However, because the membership was not cancelled, it automatically
renewed on March 2nd.
As a courtesy to him, we have issued a refund in the amount
of $119 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:03/23/2024
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.
Their website will not let me cancel my subscription for $39.99, their app won't let me cancel my subscription, I spoke with a *** named ******* and she said she couldn't help me if I used an Apple product or the Apple store to set it up. Well, I did NOT use an ***** product or the Apple store to set it up and they still refuse to cancel my subscription. I want them to cancel my subscription as well as delete my debit card information from their website entirely. They are con artists and they don't need my info. It wouldn't let me remove my payment method either.Business Response
Date: 11/26/2024
We are unable to locate an account for Mr. ***** based on the information he provided. Because he references a subscription on the app, the purchase would have been made through iTunes or ****** Play depending on his device. Therefore, he would need to direct his questions to ***** or ****** as to how to cancel a third-party subscription. Because an account is not locatable within our system, this typically indicates that the account has been deleted since the time of his contact.Initial Complaint
Date:03/23/2024
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.
I signed up for the free trial and found it very difficult to cancel membership as I found this not helpful. There was no place online to cancel. I followed directions from the same computer I signed up on and the button to cancel was dithered out. I attempted to call 3 times after researching on the internet the phone number which is not readily available on the website. I called this number and was given another number to call. I called this one 2x and both time was hung up on. Now I am being charged a monthly fee. I just wanted to cancel as this is not for me.Business Response
Date: 03/26/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
March 26, 2024
RE: ***************************** 21475557
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 ************** initiated a free trial of our website on March 3, 2024. Members are able to cancel their memberships by clicking on the Cancel link within their account settings. If members see that this option is grayed out, it is typically because the member is logged into the wrong account. In this case, she spoke with an agent on March 23rd and the agent cancelled her membership so that it would not auto-renew again.
However, as a courtesy to her, we 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 ************** 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:03/23/2024
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.
Ancestry.com asked for my credit information without any hint of an agreement. Once I filed my debit information, they withdrew $99.95 from my Keypoint account, (the card has since teen cancelled). Their AI system is impenetrable. When ancestry.com ancestry.com online connected me to a so-called chat with real people called (bask crew.com. Who also requested my bank information. Immediately my bank sent me four of these notifications: V Askcrew.com $46.00 We declined a $46 purchase at V Askcrew.com to keep your account safe. Open Cash App to let us know if it was you.They attempted to rob me four times in 1 minute. I do not trust ancestry.com. They stole $99.95 from me, and tried for much more. Which brings me to you. I immediately cancelled ancestry.com.Transaction: ANC*ANCESTRY.COM 800-x3787 UTUS (Pending)Date:03/21/2024 Amount:$99.95 TRANSACTION DETAILS Close Transaction Date Posted Date PendingBusiness Response
Date: 03/26/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
March 26, 2024
RE: Mr. ***************************** 21475144
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 ******************** purchased an AncestryDNA test on November 22, 2023, and chose to bundle the purchase with a quarterly World Explorer membership for only $1 more. The auto-renewing nature of the membership is explained during the checkout process as well as within the order confirmation email sent after the purchase is made. Because this quarterly membership began in November, it was scheduled to renew in February. We sent an email one month before the renewal reminding him of the upcoming renewal and charge and provided instructions on how to cancel the membership if he wished to do so. However, the membership was not cancelled, and we began attempts to collect funds for his membership. In this case, we were unable to collect the funds until March 21, 2024.
As a courtesy to ********************, we have issued a refund in the amount of $99.95 for his membership charge back to the account that was originally billed. The confirmation number for this transaction is 476508113.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 are unable to locate records suggesting that ******************* attempted to contact our customer support center. Additionally, ********************** does not use nor is in any way affiliated with Askcrew.com. We suggest that he contact them regarding any charges occurring from his interaction with them.
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:03/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 3/21/24, I was charged via PayalPal for an auto-renewal of an all access membership. Most reputable companies will notify a customer when a renewal is about to be processed to give the customer time to allow the renew or cancel. Ancestry did no such thing. The charge was applied and when I called today (3/22/24) to cancel and request a refund, I was told auto-renewals are not refunded. When the membership was created, auto-renewal was what was available. Deceptive business practice to have payment method done in a manner that negates having to refund when a customer cancels. Especially, when no notice of the renewal is given in time to cancel within the two day window.Business Response
Date: 03/26/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
March 26, 2024
RE: Mr. *************************** 21471040
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 ****************** has had an All-Access membership which has been automatically renewing every six months. In each case, Ancestry emails the member one month before the membership renews to remind them of the upcoming renewal and charge. The email also includes instructions on how to cancel the membership if desired. Our records show that the most recent reminder was sent to ****************** on February 19th regarding the upcoming March renewal.However, because the membership was not cancelled, it again renewed as it had been doing all along.
However, as a courtesy to him, we have issued a refund in the amount of $275.58 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:03/18/2024
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.
Much like other people here, I keep getting signed up for a subscription that I didn't sign up for. They have my PayPal account information, and keep charging me every three months. I canceled the day I received notification I was charged, which was one day after the membership became active. Ancestry will not refund my payment. I don't even see a location to disassociate my PayPal information from my Ancestry account. I've contacted customer support multiple times, but they only say my membership is canceled, which I know because I canceled it! I want my money back and I want to remove any of my personal payment information from the site.Business Response
Date: 03/20/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
March 20, 2024
RE: ************************************* 21448279
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 invite ************* to also read the responses we provide our members who state that they did not sign up for a subscription. The auto-renewing nature of our memberships is explained within the checkout process as well as within the order confirmation email sent after ordering.
Our records show that ************** initiated a quarterly trial for $1 on December 11, 2023. An order confirmation email was sent stating that the membership would renew at the regular price if it was not cancelled. History on the account shows that it was then used to conduct searches and access historical documents on the website. An email was then sent to ************** on February 11, 2024, reminding her of the upcoming renewal and charge of her membership. However, the membership was not cancelled and automatically renewed.
As a courtesy to her, 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.
Unfortunately, Ancestry is unable to disconnect PayPal information from the account in question as it must be done through PayPal. To modify or cancel a Billing Agreement in PayPal, she will need to go to the Settingsin her PayPal account and click Payments. Below Pre-approved payments, she will click on Manage pre-approved payments. She will then search for and selecting Ancestrys name for the Billing Agreement in question. If she has further questions about cancelling the Billing Agreement through PayPal, we would recommend that she contact PayPal with further questions.
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
AncestryCustomer Answer
Date: 03/21/2024
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:03/18/2024
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.
Somehow they charged me $106 for a 3 month subscription I never signed up for. The other wild thing is the card they have on file is old and no longer active so Im baffled how this charge went through.Business Response
Date: 03/20/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
March 20, 2024
RE: ********************************* 21447325
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.
It should be noted that when a credit card expires, some financial institutions will provide the updated card information for automatically renewing subscriptions as part of the Account Updater Program. For more information about the Account Updater Program, we recommend that **************** contact her financial institution.
As a courtesy to her, we have issued a refund in the amount of $106.35 back to the account that was originally billed. The confirmation number for this transaction is *********. The access to the databases associated with this membership has been terminated effective immediately, and there will be no future billing from Ancestry. Please note that it can take between 3-5 business days for these funds to become available within their financial institution, depending on their refund policies and procedures.
We always appreciate any opportunity to assist our members in discovering, preserving, and sharing their family history. If at any time in the future **************** 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:03/14/2024
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 charged after a free trial ended without any notice. I see in previous complaints Ancestry says they emailed the customer about an upcoming subscription charge but I have no record of any email of that. Then after realizing I had a rogue subscription I was charged a cancellation fee on top of the subscription I didn't even want.Business Response
Date: 03/18/2024
Title:
Kaity, Executive Office Response Team
Contact
Phone: ###-###-####
Contact
Email: ******************************
March 18, 2024
RE: Mr. ******* ******* -- ********
To Whom It
May Concern,
Thank you
for forwarding Mr. *******’s complaint to us. At Ancestry, we are committed to
providing excellent customer service and hold our customers’ satisfaction in
the highest regard.
Our records indicate that Mr.
******* initiated a free trial for a World Explorer Family Plan 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
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 Mr. ******* on February 28, 2024, including the following
excerpt:
“Please note that you’ll 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.”Because Mr. *******'s membership was not cancelled within the trial period, it automatically rolled into a paid membership. However, as
a courtesy to him, we have made an exception to these refund policies and
processed refunds for the monthly charge of $32.99 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 Mr. *******
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
AncestryInitial Complaint
Date:03/13/2024
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.
Ancestry client going back to actually software - from its entire inception as an online product. I buy the *** &most expensive version of the product. Unfortunately Monday had to replace my lost cell Iphone Promax14 w/ exact same model.Dont blame Ancestry obviously for cell loss which has caused me untold angst. But its part of why I have zero patience with whats going on with Ancestry now. Have invested YEARS of my life in my tree. And obviously, they have the ability to offer that classic format or dead as of Monday, which is white like the 11th.However, lost my access that I had two days ago to operate in classic version. Ancestry refuses to offer a solution to return to a useful version of the product. Which means I have wasted years and years and years of my time.Even though my synched to original version from actually on my iPad, where can still see the display I want from the old version of there being one row per person on find all people Unfortunately. There is no longer a list a way (even there) anymore to display a list of all people based on a surname only and or in combination with the first name.Contacted chat line (have print screens) of basically just kept asking me if I was using the app which - dont, too very clunky. Called in -believe got the same guy twice, who, when I very politely spoke w/ him, but then asked for an escalation - went silent & disappeared, know it wasnt silent around him, because it had been very loud with background noise.Phoned back 3rd time, did get woman who tried, but was not very knowledgeable - did stay with me until I got through to a supervisor. Who was comparatively professional (vs 1st guy) but indicated that there was no way to allow me to toggle back to what I had before. Felt he was very condescending.Refused to get me to anyone else. So we turned off account ********* end 4/20/2024.HEARTBROKEN. Have wasted all this energy for nothing. Clearly fixable issue, but they wont address.Business Response
Date: 03/18/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
March 18, 2024
RE: *************************************** -- 21430793
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.
We sincerely regret any frustration this matter may have caused and for any misinformation ***************************** may have been provided by any Ancestry agents. Due to the large volume of feedback and requests we receive for our website, some agents are not aware of each edit or enhancement which our developers may be working on.
It should be noted that the List of All People feature was already being worked on by developers at the time of Ms. ************** contact with our support center,and a fix was completed over the weekend. Therefore, we invite her to again review the List of All People within her tree.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryCustomer Answer
Date: 03/18/2024
Complaint: 21430793
I am rejecting this response because:yes, they did fix it and Im appreciative of that but heres the thing
at the time they didnt tell me they were working on it. They told me it couldnt be done.
and then once it was done, they never communicated that to me. I found out myself by accident.
I have the main thing that I want.to be able to search via last name or first name phone display is still different. It was three rows albeit narrow, so not like a full screen.
so yes, theyre busy, but its a classic case as it has been for a number of years of over, selling the product and not providing sufficient support for it both in terms of quantity and quality.
Didnt cover this in the original complaint, but I did bring it up on the phone with the agent. That I had a question about my *** results being flipped between the ethnities is by parent versus the *** relativessupposedly they put a ticket in on that months ago and no one ever got back to me again, same old same old. Essentially the side of the family that the *** relates to or the *** relatives relates to. Is contrary to the ethnic profiles I think overall its totally correct and each one is correct but theyre mismatched if you go based on, the *** relatives
also, the system is down more than its up at least in terms of when I use it and thats incredibly aggravating. Ive also had issues with it not actually recording things I entered or trees I accepted hence I accepted, etc..
So, if the question is, did they fix the initial search issue I mentioned, yes did they entirely correct the display? No. Also, ************. When you hit the tree now on the left side, it doesnt pull up the tree you were in pulls up the tree you for the person.I have to go all the way back to the list of trees or just click on that and then go back to the prior tree. Unnecessary make work.
Is there an outstanding ticket related to the *** side that has not ever been acted on or if it has been - communicated? Absolutely.
also, if I accidentally click on fold the military records, it wont let me go back. Thats super annoying. I have to open a new tab.
ive called many of these things at various times, but Ive just thrown up my hands because the support is so terrible
Sincerely,
***********************************Business Response
Date: 03/20/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
March 20, 2024
RE: *************************************** -- 21430793
To Whom It May ********************* you for forwarding Ms. ************** response to us.
We thank ****************************** for her feedback. Per our previous response, due to the large volume of feedback and requests we receive for our website, some of our phone agents are not aware of all of the edits or enhancements which our developers may be working on. Additionally, due to this large volume of feedback, we generally do not state the status of website updates and edits we are aware of and working on or contact each member about enhancement requests that have been implemented. We appreciate Ms.************** patience and understanding and regret if it has impacted her experience working on her genealogy.
Our mission is to help everyone discover, preserve, and share their family history. We encourage all users to build a tree that tells their family story according to their research. Our Terms and Conditions state:
Ancestry has no responsibility or liability related to User Provided Content we provide the Services and the Ancestry Content to you on an AS-IS basis... We do not make any promises (a) about the Ancestry Content, (b) about the specific functionality of the Services, (c) about the quality, accuracy, reliability, or availability of the Ancestry Content or Services.
Because of this, if ****************************** chooses to continue using Ancestry it would be with the understanding that she would be utilizing Ancestry on an as is basis. However, she may continue to provide her feedback and any enhancement requests to us by calling our toll-free support line. These requests are addressed firstly in the order of those which affect the greatest number of users, and thereafter in order in which they are reported. This also depends on employee resources. For these reasons, we do not provide an exact time frame as to when feedback or enhancement requests will take place.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryCustomer Answer
Date: 03/20/2024
Complaint: 21430793
I am rejecting this response because:1) how busy their programmers are is a them problem not a me problem. Prepaid full users expect the overall system to function . Not constantly see notes that the system is down or slow etc. While it impacts content- it is software/hardware issue.
2) It reveals their focus on new business & up selling - vs delivering what they have sold to existing customers.
3) Never truly addressed the communications issues as provided in my last response Re the *** parental attribution lack of follow thru. That, as well as the original issue raised - have nothing to do with updates on programming initiatives.
4.) Tone of response started condescending but by the end, felt aggressive- almost threatening. Plan to download my files after each interaction going forward because TBH I am afraid they will delete/lose it.
Sincerely,
***********************************Business Response
Date: 03/26/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
March 26, 2024
RE: *************************************** -- 21430793
To Whom It May ********************* you for forwarding Ms. ************** response to us.
We thank ***************************** for her feedback regarding her experience. We regret that this has been a negative experience for her.
Per our previous responses, due to the volume of submissions Ancestry receives regarding our website, feedback and/or requests for Ancestry are posted firstly in the order of those which affect the greatest number of users, and thereafter in the order in which they are reported. This also depends on employee resources. For these reasons, we are unable to provide a time frame for any requests that *** have been received by an individual user. However, we invite ****************************** to use our site on an AS-IS basis.
We invite ****************************** to review the section titled Using ethnicity inheritancewithin the help article in the *** below for instructions on switching the labels assigned as parent 1 and parent 2 in her DNA results:
********************************************************************************************************
Additional feedback can be submitted by following the instructions in the article at the *** below:
**************************************************************************************************
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 members 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: 03/28/2024
Complaint: 21430793
I am rejecting this response because:as the saying goes, it is what it is
No point in not closing this out as they mentioned, because at this point, were just wasting BBB time & mine.
but Im not going to pretend that Im OK with how theyve handled it, including their most recent response.
Do feel compelled to share that I had reached one helpful phone person recently.that individual deserves a medal because they actually listened.
Gave me some answers that *** be useful as I potentially transition the account. Some thing that whoever handles the BBB complaints, never even tried to do.
Someone that good will probably wont stay with them very much long suspect will move on to somewhere where they will most likely be more appreciated - my read not anything the agent specifically said.
with a heavy heart, but not surprised,
***********************************
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