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
- 830 total complaints in the last 3 years.
- 232 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:03/04/2024
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 document
Business Response
Date: 03/06/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
March 6, 2024
RE: *********************** 21384088
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.
Ms. Morriscomplaint does not provide any information regarding her concerns. It indicates an attachment, however, there was no attachment to the complaint. We ask that **************** address her complaints for our review. She may do so within this forum or by emailing us directly 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: 03/06/2024
Complaint: 21384088I am rejecting this response because:
It is not an articulate, specific, or appropriate response answering the detailed request to preserve my PHI (Private Health Information under the ***** Privacy Rule with family health information entered into Ancestry's surveys), centuries of personal family history compiled and connected to family trees and other storage methods, and paid for over two decades by a substantial membership dollar value, and then attempting to extort me during extreme financial hardship by "taxing" me $60 a year to preserve records I already paid for.
I've had a premium membership since 2012 using the email ************************* and other email addresses before that, paying up to $550 a year in recent years - $250 twice a year - for premium membership, DNA testing and compilation and coordination of DNA and other PHI information, and then force me to choose between paying $60 a year to keep what I already paid for or threaten to delete all the work I ALREADY paid for and compiled using their data bases of my family's personal and health information.
It is unacceptable!! Most probably a violation of the ***** Privacy Rule, and absolutely unethical.
I requested that Ancestry "pause" my membership and preserve the documentation and PHI I already paid for, researched and compiled over nearly two decades.
I am deeply disappointed and upset at this horrible breach of trust and ethics and intend to use "free" social media to ask other Ancestry customers if they are experiencing the same violation of Ancestry overcharging, price gouging, and not allowing a member to pause their membership, when critically necessary due to extreme financial hardship, while using threats of deleting sensitive information, personal family history, and private health information.
It's shocking that Ancestry has become so brazen and greedy to do this to long-time customers who also happen to be going through difficult times and serious illness.
Upon receiving my complaint, Ancestry should have contacted me and reassured me they would not destroy my research, PHI and documentation that I ALREADY paid for!
The response is shockingly depraved and a total deflection of the specific request. They should be ashamed of themselves.
This method of doing business is shocking to the sensibilities of any of Ancestry's customers.
***********************.
Business Response
Date: 03/11/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
March 11, 2024
RE: *********************** -- 21384088
To Whom It May ********************* you for forwarding **************** response to us. Per our previous response, we had no ability to address **************** original complaint because the entire complaint stated See attached document where there was no document attached. Therefore,we did not know the nature of her complaint. Since she has now provided information regarding her complaint, we are able to respond.
Ancestry does not provide medical information, and as such is not subject to HIPAA laws.Per section 3 of Ancestrys Privacy Statement:
Ancestry is not a covered entity under the **************** Portability and Accountability Act (HIPAA), and no data provided by you is subject to or protected by HIPAA.
**************** may review our Privacy Statement at the *** below:
***********************************************************
By initiating a subscription with Ancestry, an individual is able to access the billions of historical records within our database. While their subscription is active, they may link those documents to their tree. They also have the ability to print or download documents. If they choose to discontinue their subscription, they maintain access to view their tree and add known ancestors. Ancestry does not delete any information from a researched tree based upon whether the individual has a subscription. However, they would no longer be able to view the documents within our database which means that they would be unable to view documents attached to their tree. For more information about the information available after a subscription is cancelled, we have provided information within the *** below:
***************************************************************************************************
However, if they chose to print or download any documents during their subscription period,they would still have access to them even without a membership. For instructions to print or download documents with a subscription, please see the *** below:
*************************************************************************************************
Therefore,we would recommend that **************** review these help articles to proceed with any record or document downloads she wishes to perform.
It should be noted that if **************** chooses to pause her membership, she would not have access to the databases to download or print the documents she wishes to download or print. However, she may contact us directly at ****************************************** for any additional questions she may have about her 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:03/04/2024
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.
First i complained that employee hung up on me, i then read there company was supposed to notify me 2 months in advance. Never receieved any notification, just want my 276 backBusiness Response
Date: 03/06/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
March 6, 2024
RE: *********************** 21383670
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 **************** had an All-Access Family Plan which was set to automatically renew on March 3, 2024. We sent an email to her on February 1st to remind her of the upcoming renewal and charge. However, her membership was not cancelled and therefore automatically renewed on March 3rd.
However, as a courtesy to her, we have issued a refund in the amount of $276.16 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:03/04/2024
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.
Two weeks ago I checked the date my ancestry subscription would end, and wrote it down, March 5. Since I was away last week I planned to cancel it today, 3/4. I opened my email this morning and found they had billed Paypal for ****** renewal at 3 AM today, 3/4. I contacted their support, who thanked me for my loyalty since 2016 (I only subscribe for 6 months in the fall/winter months). *****, who I chatted with, said he could cancel my subscription, effective Sept. 3, 2024. When I told him I wouldn't use this, he said sorry those are the rules and the only thing I can do is cancel the Sept. auto-renewal. I have many other subscriptions paid online and no problems cancelling ever. Ancestry is playing games with the dates it bills so you're stuck with auto-renewal. I contacted some elderly friends to warn them as they cannot afford to have this happen, literally. Ancestry is becoming a monopoly, if they aren't already, in the genealogy field and will be driving their "loyal" customers away, starting with **** would like a refund of the $119 for subscription ending Sept. 3, 2024 that I do not want and will not use.Thank you very much for your help.Business Response
Date: 03/06/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
March 6, 2024
RE: Be Hill 21382283
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.
Because we do not know where ************ obtained the information of the date of her renewal, we cannot speak as to why she would believe the renewal was on March 5. By reviewing her account settings, she would see that her account was set to renew on March 3rd. Additionally,an email was sent to her on February 1st reminding her of her upcoming renewal and charge on March 3rd. Therefore, the payment was authorized on March 3rd and settled the account on March 4th.
However, as a courtesy to her, 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 ************ 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: 03/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I did review my account settings, twice before the end, and made a note on my calendar that the subscription ended on 3/5. Perhaps I was in error and I apologize if so, but I do not have time to use ancestry during the spring & summer months. I likely will renew again in the fall and will attempt to have the automatic renewal removed long before the end date if that's possible.
I appreciate your help in this matter.
Sincerely,
***** "be" ****Initial Complaint
Date:03/03/2024
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.
Nov. 27th I purchased a DNA kit for a Christmas gift. I did not realize a trial World Explorer membership was added to my purchase for $1 that would auto-renew every 3 months at $99. I checked to accept terms and conditions believing it was for the DNA kit purchase, and $1 membership, not an auto-renewing $99 quarterly membership. On March 3rd, after seeing the Feb 27th charge to my bank acct, I promptly contacted a customer service rep at Ancestry to explain and get refunded. They refused any refund. I am very upset about Ancestry's sly way of marketing auto enrollment to people only wishing to purchase a product. I have cancelled membership to stop future charges. But I cannot afford the charge I already incurred that Ancestry will not refund as a courtesy to a loyal customer since 2018. Neither their sales practices nor refund policy is ethical, in my opinion. My original order # from Nov. is ********* for $59.95. The subsequent unexpected $99.95 charge in Feb. was order # *********.Business Response
Date: 03/06/2024
Title: Kaity,
Executive Office Response Team
Contact
Phone: ###-###-####
Contact
Email: ******************************
March 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. **** purchased an AncestryDNA kit
on November 27, 2023, and chose the bundle which included a quarterly
membership for an additional $1. The auto-renewing nature of the membership was
provided to the member during the checkout process as well as within the order
confirmation email sent at the completion of the purchase. Additionally, an
email was sent to her on January 27, 2024, reminding her of the upcoming
subscription renewal on February 27th and the charge that would
occur. However, the membership was not cancelled and automatically renewed on February
27th.
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.
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: 03/06/2024
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:03/03/2024
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.
Ancestrys report was completely inaccurately fraudulently WRONG, as I am aware and knowledgeable about my lineage.Business Response
Date: 03/06/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
March 6, 2024
RE: *********************** -- 21377542
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 ****************** purchased an Ancestry*** test in August of 2018. Her sample was processed by our lab and results were posted to her account in December of that year. Her results have been updated on a regular basis with a list of individuals to whom she is biologically related who have also tested with us as well as provided with an ethnicity estimate which is updated regularly as well.
To discover where an individual comes from, we compare their *** to the *** of people with known origins from around the world. These people are our reference panel. Our reference panel has over ****** *** samples from people with deep regional roots and documented family trees. We survey the customers *** at over ******* locations and look at how much *** they share with people from the reference panel in each ethnicity region.
The laboratory generates the most likely estimate for a certain ethnicity (the percentage that appears in your ethnicity estimate). But it also generates ***** other likely estimates. A region's range comes from these ***** likely estimates. The way a range is calculated depends on the region and the value of the customers most likely estimate.
Our records show that ****************** has had access to her results since 2018. However, her complaint does not discuss the reason she now believes the information is incorrect. Therefore, if she has any questions regarding her results, she may wish to contact our customer support team by phone at ************** or via the contact methods in the *** below:
*********************************************************
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryInitial Complaint
Date:03/01/2024
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 bought the DNA test kit (paid separately) and signed up for the $1 free trial. I forgot about it until I got a pending charge of $99.99 on my credit card for the membership. No email notification of the charge whatsoever. I canceled my membership on the same day and when I called customer service, I was told no refund was possible. Such an unethical business practice, taking advantage of customer ignorance instead of providing legitimate service that customers value. I seek full refund since I only used 1-day of the membership. Seems like many others fell victim to this as well. Thank you.Business Response
Date: 03/06/2024
Title: Kaity,
Executive Office Response Team
Contact
Phone: ###-###-####
Contact
Email: ******************************
March 6, 2024
RE: ***** ** – ********
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. ** purchased an AncestryDNA kit and added a quarterly
subscription for and additional $1. The auto-renewing nature of the membership
is provided to the member during the checkout process and also provided within
the order confirmation email. Additionally, we sent an email to Mr. ** on
January 26, 2024, reminding him of the upcoming renewal of his membership and
the charge that would occur on February 26th. We would recommend he check
his spam or promotional folders with his email provider.
Further records show that he called our support center on
February 28th after the membership had already renewed. During his
call, a support agent submitted 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 was terminated effective that day, 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
AncestryCustomer Answer
Date: 03/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** **Initial Complaint
Date:02/27/2024
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 from the beginning has been vague about what their charges are and how often . when i inquired from customer service , i was given two different answers.i paid for the dna test and they are sending me a third sample box because they don't communicate clearly how to mail it back or whether.to activate it. the paternal side of my family is documented to the american revolution and yet i got hints about ancesters that are already documented.. after all the bad communication and shoddy function i canceled my membership and i saw 25,00 charge from ancestry and when i inquired i was told it was early cancelation charge and was never inform that that was a thing.i want to be reimbursed the ***** and for the dna results to be processed.Business Response
Date: 03/06/2024
Title:Kaity, **************** Response Team
Contact Phone: **************
Contact Email: ******************************************
March 6, 2024
RE: ************************* -- 21355869
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.
We sincerely regret any confusion regarding the process of receiving multiple replacement kits per Mr. ****** request and for any frustration it may have caused. Our records indicate that ************** purchased a DNA kit on January 23, 2024. On January 31st, he called to say that the return shipping box did not include a label. Therefore, a new kit was sent to him at that time. However, the new kit was not activated upon its arrival. Therefore, the lab was unable to process it without that activation. We now sent ************** another replacement kit, and based on our records, the newest kit has been activated. He should now be able to send that kit to the lab for processing.
Our records also indicate that ************* initiated a free trial for an All Access 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 $49.99 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 $49.99 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 January 23, 2024, including the following excerpt:
Please note that youll be billed $49.99 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 him, we have made an exception to these refund policies and processed a refund for the cancellation fee of $25. This refund has 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 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:02/25/2024
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.
I purchased 3 DNA tests years ago with the knowledge I would be able to filter results, see my ethnicity and matches. This is now a broken promise. Usually I would login and see some new matches and sign up for a membership. This will no longer be the case. By making me pay for filtering my maternal and paternal lines, when I paid for the 3 tests. I no longer want to purchase my usual few months of membership to research. Because next you will want a membership just to see new matches. AncestryDNA has broken its agreement with me. I am so disappointed. I put so much love into this account. And my mother as well, enjoyed this site, between the both of us we have spent so much money and time, to have this filtering be the cause to make your customers feel unimportant to your company. Message received: we put heart into this project and all we were to you was a dollar.Business Response
Date: 02/26/2024
Title:Kaity, **************** Response Team
Contact Phone: **************
Contact Email: ******************************************
February 26, 2024
RE: ************************* -- 21345513
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 access to DNA results including special features at no additional cost for over 8 years.
AncestryDNA Plus is an affordably priced semi-annual/annual membership that provides access to premium DNA inheritance tools, 40+ personal traits, and new DNA features as they become available.Access to paid records or family trees is not included.
Ancestry has released several new DNA features in recent years. These features were included at no additional cost with an AncestryDNAtest for a limited time while in beta.
The Ancestry Terms and Conditions state:
By using any of the websites, services, and mobile apps that link to these Terms and Conditions (the Terms)you agree to these Terms we provide the Services and the Ancestry Content to you on an AS-IS basis, meaning without any guarantee or warrantyWe are constantly working to improve our Services.Ancestry frequently runs experiments and tests new features that *** not be available to everyone. Ancestry makes no promises that experiments or new features will remain available or be expanded. Ancestry *** add or remove functionality or features from the Services, or adjust what services are available based on your account type
To purchase or learn more about the AncestryDNA Plusmembership, we have included a support article with further information below:
********************************************************************************************
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryInitial Complaint
Date:02/22/2024
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.
Im very upset I requested to cancel my membership 11/30/2023 at 2:05pm and Im still be charged monthly. I am on a fixed income and should not still be charged a monthly membership fee when it should be cancelled. I will be sure to let everyone I know this company take advantage of elders. I want to be refunded for the months I should not been charged. I have still been charged December, January, FebruaryBusiness Response
Date: 02/26/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
February 26, 2024
RE: ************************** 21333999
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 ************** had a quarterly World Explorer membership which last renewed on November 24, 2023. He called on November 30, 2023, cancelling his membership and was informed that he would have access to the membership on the account for the remainder of the subscription period which he had already paid. The cancellation confirmation number for that transaction was *********. The membership then ended on February 23, 2024. During that time, we are unable to locate any monthly charges to the account linked to the email address he provided within his complaint.
Because of this, we would ask that ************** please contact us at ****************************************** with any of the following information:
Order Number or Cancel Confirmation number
Full Name
Full Address, Including Zip Code
Any Alternate Email Addresses or Usernames Used
First Six and Last Four Digits of Card Charged
Date and Amount of Latest Charge
If the charges in question went through 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
AncestryInitial Complaint
Date:02/22/2024
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 spouse gifted me an ancestry dna kit for Christmas. After 3 months I was auto charged. When the charge hit I immediately reached out to cancel and request a refund. My refund was refused. They hide the fees when you sign up then say its in their policy not to refund.Business Response
Date: 02/26/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************
February 26, 2024
RE: *************************** 21330454
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 hide information regarding fees or charges that *** be incurred on an account. Our records show that a DNA kit was purchased from Ms. ********** account on November 20, 2023. The purchaser chose the option of a DNA + Family Tree Bundle for $1 extra. Information on the purchase screen further describes the nature of the subscription portion of the purchase, including the renewal price and how to cancel the membership after the end of the initial quarterly subscription period. This information was also provided within the order confirmation email which was sent to ********************** on November 20th.Additionally, an email was sent on January 20, 2024, reminding her of her upcoming subscription renewal including the renewal price and instructions on how to cancel if desired. However, the membership was not cancelled and automatically renewed on February 20, 2024. ********************** then cancelled her membership online on February 22, 2024.
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.
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 *** 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: 02/28/2024
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,
**********
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