Business Profile

Genealogy

Ancestry.com

Headquarters

BBB Accredited Business A+Rated by BBB

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

827 total complaints in the last 3 years.
233 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/06/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Beginning February 1st, 2024, Ancestry.com has implemented severe restrictions on those persons who purchased a DNA test at their AncestryDNA website who do not also have a membership. Now I can't look at the family trees of those people I match nor can I see those that are shared matches between us. Accessing family trees and shared matches are essential in figuring out common ancestors other wise, you only have a list of names and can't do anything with them. There needs to be a standard established across the DNA genealogy industry about what consumers can expect to receive when they purchase a DNA test. At the bare minimum we should be able to access the family trees of those we match, in their entirety (if they have one) for as long as our DNA kit remains on the website. And also find out the shared matches between us and the people we match otherwise it's impossible to do serious research. I currently have 3 DNA kits at AncestryDNA, at $50 each. One for myself and one each for my mother and father. No where in Ancestry.com's advertisements for said DNA kits do they mention that it's necessary to have a membership to do research. Also, they state on their website that our privacy is their priority, which may be true, but in addition their priority is also making it so difficult to do research for those without a membership that they are forced to give in and sign up for one, which at this time is $29.99 for 6 months. I live on a fixed income and can barely pay my monthly bills as it is. With other DNA testing sites like FamilytreeDNA and 23andMe, for the price of a DNA kit you have unlimited access to everything, and that's how it should be at Ancestry.com. And I don't expect to have access to the millions of records on Ancestry, even though our ancestors generated those records, with the purchase of a DNA test but I do expect to be able research those people that I match with.
Business Response
Date: 02/13/2024
Title:
Kaity, Executive Office Response Team
Contact
Phone: ###-###-####
Contact
Email: ******************************

February 13, 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. ******* has had access to multiple
DNA test results including extra features at no additional cost for over five
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 AncestryDNA®
test 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 warranty…We are constantly working to improve our Services.
Ancestry frequently runs experiments and tests new features that may not be
available to everyone. Ancestry makes no promises that experiments or new
features will remain available or be expanded. Ancestry may 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 Plus™
membership, 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
Ancestry
Initial Complaint
Date:02/04/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
After buying an ancestry.com test, I was eager to see what my lineage was. However after watching their video on how to do the test I quickly found out that there is no longer a return shipping slip on the package nor are there any clear instructions how to mail it back. After seeing this I deleted my account and asked for a refund. I was told since I no longer have an account on their website and it was past 14 days(It took 19 days to deliver it) I cannot get a refund.
Business Response
Date: 02/07/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************

February 7, 2024

RE: ************************************* 21244767

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.

We regret any frustration this matter may have caused **********************. On the registration confirmation page, ******** members may click the Return DNA Sample button or Shipping Label link to print a return label with which to return their kit.However, in this case, it appears that ********************** chose to delete her account including her payment information from the system instead of requesting assistance.

As a courtesy to her, we have located the payment in question and issued a refund in the amount of $103.94 CAD back to the account that was originally billed. The confirmation number for this transaction is 468039149.Please note that it can take between **** business days for these funds to become available within their financial institution, depending on their refund policies and procedures.

We always appreciate any opportunity to assist our members in discovering, preserving, and sharing their family history.

If you have any questions regarding this matter, please do not hesitate to contact us at **************.

Sincerely,

Kaity
Executive Response Team
Ancestry
Customer Answer
Date: 02/07/2024

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:02/04/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Over the past several years, I have bought DNA kits and not just one I have bought 27 and $119 apiece when I bought these kids included in the cost was my kit the matches I had my ethnicities and what they call through lines and as of February 1 Ancestry changed everything and are now making me pay for a product I already bought. This is a breach of contract with me. They are taking back a product. I already bought years ago and I don’t know how they can legally do that when I’ve already purchased the product paid for it And I’ve had it for years. I didn’t have the other things that went with the kit I would never have bought the kit from them. The kit itself is absolutely useless. If you have no access to your matches or anything to help you and I’m extremely upset. I think they owe me a refund of $3213 , the money I spent on kits. I do have pictures when I originally bought some of the kits. I was sending to cousins that it says it did include my mattress I threw airlines and my ethnicities. I want to know how I go about getting the money that they stole from me back. Not only that I had the membership for over 2 years at 24.99 a month and they’ve taken away all the work that I’ve spent saving everything to different people in my ancestry so essentially they’ve taken away the money I spent on that also
Business Response
Date: 02/13/2024
Title:
Kaity, Executive Office Response Team
Contact
Phone: ###-###-####
Contact
Email: ******************************

February 13, 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. ****** has access to dozens of
DNA test results including extra features at no additional cost for over five
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 AncestryDNA®
test 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 warranty…We are constantly working to improve our Services.
Ancestry frequently runs experiments and tests new features that may not be
available to everyone. Ancestry makes no promises that experiments or new
features will remain available or be expanded. Ancestry may 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 Plus™
membership, 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
Ancestry
Initial Complaint
Date:02/04/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased 5 kits. We activated them all but 1 provided results. Tracking shows ancestry received sample. No further information came from this. Cannot reach human to file complaint with company.
Business Response
Date: 02/07/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************

February 7, 2024

RE: ************************************* -- 21243877

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 5 Ancestry*** kits. Per Ancestrys Terms and Conditions, each kit must be activated by the individual who is submitting their sample on their own account with their own email address. Due to our strict privacy policies, we are unable to provide ******************** with the status of kits that were activated on another members account.

In this case, we can confirm that ******************** kit was activated on her account and the results posted to her account on December 27, 2023. Additionally, we can confirm that one of the *** kits purchased in order number ********* was not properly activated on any account. Therefore, the submitter of the sample will need to properly activate that test in order for the lab to begin processing.For privacy and security reasons, we are unable to provide the activation code for the specific kit within the public BBB portal, but if ******************** has any questions regarding the specific kit, she may contact us at ******************************************.

If any of the additional 3 submitters of the kits in question have any questions regarding the status of their kits, we recommend they call our customer support line at the 800 number below, or log into their Ancestry accounts to view the status of their *** results.

If you have any questions regarding this matter, please do not hesitate to contact us at **************.

Sincerely,

Kaity
Executive Response Team
Ancestry
Initial Complaint
Date:02/01/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called a week before my cancellation, to cancel my account. The representative said they would cancel my account, and I would not be charge the renewal fee of $180.20. I went to look at my bank account this morning and there is a charge from Ancestry of $180.20. I immediately contacted customer service, to let them know this was a mistake as I had called to cancel the account a week ago. The representative gave me every excuse that they could not refund my money, really wasn't even listening to me that I had called a week ago to cancel and that this must have been a mistake. Then he offered me a discount on my renewal. Why would I want a discount on a renewal when I called a week ago to cancel the account. I think this is really bad business from Ancestry that they won't refund me. I can't help that someone at the company didn't do their job. I hope Ancestry will come through as they are supposed to be a good company, and refund me the $180.20
Business Response
Date: 02/02/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************

February 2, ****

RE: ***************************** 21231590

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 semi-annual membership on July 3, 2023,with an automatic renewal scheduled for January 3, ****. An email was sent to her on December 3rd reminding her of the upcoming renewal. However,we do not have record of a cancellation prior to the renewal. ************************** then chatted in to our support queue stating that she believed that her membership was suppose to go through July. Our agent cancelled her membership during that contact.

However, as a courtesy to her, we have issued a refund in the amount of $180.20 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
Ancestry
Customer Answer
Date: 02/05/2024

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:01/28/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ancestry.com has been fraudulently charging me for the past 4 years. In March 2020, I signed up for the World Discovery Explorer membership and have paid that fee (currently $169) every 6 months. I recently found out that in June 2020 Ancestry began charging me $24.99/month (the cost of a U.S. Discovery membership). My Account page has only shown the World Explorer membership. As there was no record of a U.S. Discovery membership, there was no way on the Ancestry site for me to see or cancel that membership.
On 1/12/24, after discovering this double billing on my credit card statement, I spoke with an Ancestry customer service representative named Abraheim. He spent a long time researching this and confirmed that I was being charged for a membership that was not mine, and said that he would refer the matter to Ancestry’s Fraud Department and that I would hear back in 48 hours.
After 10 days, I contacted customer service again on 1/22/24, and chatted online with a representative named Meryll. She told me that Ancestry has no Fraud Department, that no action had been taken on the fraudulent membership after my last call but that she would cancel the U.S. Discovery membership. I asked her to how Ancestry allowed my account to be billed for someone else’s membership and requested reimbursement for the U.S. Discovery membership fees that I did not sign up for. She said that she could only refund 3 months, and did issue a credit for $74.97.
I found the email account for [email protected] and contacted them on 1/22/24 about this issue. I have received no response.
I have had no other fraudulent charges to my credit card during this period. I want to know how Ancestry was able to initiate fraudulent charges to my account and whose membership I paid for. I want Ancestry to refund the remaining fraudulent charges - $999.60.
I am attaching a transcript of my chat with Meryll and a portion of my credit card bills, showing Ancestry’s fraudulent charges from 2020-2023.
Business Response
Date: 01/29/2024
Title: Kaity,
Executive Office Response Team
Contact
Phone: ###-###-####
Contact
Email: ******************************

January 29, 2024

RE: Ms. ******** ****** -- ********

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 sincerely
regret any frustration this matter may have caused her. Based on the
information provided, it appears that a duplicate account was set up by an
individual with access to the payment information.

Our billing
system allows us to issue refunds for charges that occurred within the last 13
months. Therefore, we have issued a total of 13 refunds from the duplicate
account in the amount of $24.99 each back to the original method of payment. The
membership on the duplicate account has been cancelled and there will be no
further charges from Ancestry. The confirmation number for this transaction is***-***-****

We have also
refunded the most recent two charges of $169 each on Ms. ******’s active
Ancestry account as they occurred within the past 13 months as well. However,
we have left the membership as active on that account. Please note that it can
take between 3-5 business days for these funds to become available within her
financial institution, depending on their refund policies and procedures. The
confirmation number for this transaction is***-***-****

Unfortunately,
as the remaining charges on the duplicate account occurred over 13 months ago,
no further refunds are available. In light of these circumstances, we are
willing to provide Ms. ****** with a complimentary one-year All-Access membership
(a value of $479). We have notated this offer on her account which she may take
advantage of by calling support the week before her current membership is due
to renew on March 29, 2024.

If you have
any questions regarding this matter, please do not hesitate to contact us at
###-###-####.

Sincerely,

Kaity
Executive
Response Team
Ancestry
Customer Answer
Date: 01/29/2024

Better Business Bureau:

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

Sincerely,

******** ******
Initial Complaint
Date:01/27/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a DNA kit from this company for my son for Christmas. We activated the kit and sent it in according to instructions. When his results came in, I was able to access the one time. Then I got kicked out of the app and was unable to log back in (it said wrong password) when I finally got it reset, his results were gone. It was as if they never existed. I reached out to the customer twice and was told that I do not have an account. I lost $75.
Business Response
Date: 01/29/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************

January 29, 2024

RE: ********************************* -- 21208838

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 have reviewed ******************** complaint. However, we are unable to locate an order for a *** test linked to an account with the email address provided in her complaint. Additionally, if ******************** son is under 18, the kit should have been activated on an account in her name as the parent of the test submitter.However, if he is over 18, the account would be under his own name with his own email address.

With this in mind, in order to help locate the *** results in question, she may contact us at ****************************************** with as much of the following information as possible:

*** Order 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 Exact Amount Charged
Kit Activation Code

If you have any questions regarding this matter, please do not hesitate to contact us at **************.

Sincerely,

Kaity
Executive Response Team
Ancestry
Customer Answer
Date: 01/30/2024

Complaint: 21208838

Hello,
As I explained in my complaint, my account was deleted after I contacted customer support the first time. I was told they reset my account, and didnt understand why I could not get in. At that time, they had no problem locating my account with my name, DOB, sons name and his DOB. Since a lot of the information you are requesting was stored in that account, I cannot provide it all.
Here is what I can provide:
1. The kit was purchased 11/28/23 on Amazon.

2. Amazon order # ***-0687453-7388231
3. Requested numbers from card charged: ****** and 6723
4. I paid $69 plus tax (there were other items in the order)
5. My name is ***************************** (Amazon account says *****)
6. ***********************************************************************
7. My only email address is ***********************
As I explained, I cannot provide the rest of the information youre asking for. I hope what I sent can help you to locate his results.
Alternately, if the information cannot be found, I would be happy with a replacement kit for my son.
Sincerely,

*****************************
Business Response
Date: 02/01/2024
Title: ********************** Response Team
Contact Phone: **************
Contact Email: ******************************************

February 1, ****

RE: ********************************* -- 21208838

To Whom It May ********************* you for forwarding ******************** response to us.

Ms. **************** complaint stated that she viewed her sons DNA test once and then was kicked out of the app and unable to log in. She did not indicate that she had deleted her Ancestry account.

Accounts cannot be deleted by agents as the deletion process requires a code to be sent to the account owners email address. During the account deletion process, the member is notified that once the account is deleted, all access to trees and/or DNA results will be unavailable. Additionally, as ******************** purchased her kit from Amazon, they collected the funds in question.

Our records show that ******************** then created a new account with the same email address on January 20, ****. However, because her original account had already been deleted along with all associated data, her account is now empty.

As a courtesy to her, we are willing to make a one-time exception and offer a complimentary DNA kit as a replacement. To accept this offer, she may contact us at ****************************************** with her preferred shipping address.

If you have any questions regarding this matter, please do not hesitate to contact us at **************.

Sincerely,

Kaity
Executive Response Team
Ancestry
Initial Complaint
Date:01/26/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
24 Jan 2024 I received an offer of a 30 day free trial if I signed on before 28 jan 2024.
When I click on this offer (Jan 26) it sends me to a 14day free trial.
I used both their Chat process and Customer service phone service, speaking both to the initial representative and then a supervisor both of whom said they don't see any 30 day off on their site and therefore cannot offer it to me.
Business Response
Date: 01/29/2024
Title: Kaity,
Executive Office Response Team
Contact
Phone: ###-###-####
Contact
Email: ******************************

January 29, 2024

RE: Ms. *** ******** -- ********

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 sincerely
regret any frustration this matter may have caused. We have escalated Ms.
********’s matter to the appropriate internal channels to investigate the
reason the advertised offer did not link to the correct 30-day signup page.

In light of
the circumstances, we have activated one month of All-Access membership on Ms.
********’s account free of charge. This complimentary subscription will
automatically expire on February 29, 2024. The confirmation number for this
complimentary subscription is***-***-****

If you have
any questions regarding this matter, please do not hesitate to contact us at
###-###-####.

Sincerely,

Kaity
Executive
Response Team
Ancestry
Customer Answer
Date: 01/29/2024

Better Business Bureau:

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

Thank you very much for your intervention. I am very happy with this resolution.

Sincerely,

*** ********
Initial Complaint
Date:01/26/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 25, 2024, this company charged my debit card $9.99 even though I cancelled the subscription immediately, on the same day, when the service did not provide the information they represented themselves as having. I have been in contact with them via gmail but they didn't cancel the charge,
Business Response
Date: 01/26/2024
Title: Kaity,
Executive Office Response Team
Contact
Phone: ###-###-####
Contact
Email: ******************************

January 26, 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. ***** initiated a 7-day free trial on January 17, 2024. Because her trial
was not cancelled during the trial period, it rolled into a paid monthly membership
on January 24th, after which she called support and her membership
was cancelled. Per the Terms and Conditions to which Ms. ***** agreed upon sign-up,
after a membership is renewed, it is ineligible for a refund, but the member
will retain access to the website for the remainder of their paid month.

However, as
a courtesy to her, we have made an exception to our refund policy, and have
issued a refund in the amount of $9.99 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 Ms. ***** will have no future billing from Archives™.
Please note that it can take between 3-5 business days for these funds to
become available within their financial institution, depending on their refund
policies and procedures.

If you have
any questions regarding this matter, please do not hesitate to contact us at
###-###-####.

Sincerely,

Kaity
Executive
Response Team
Ancestry
Customer Answer
Date: 01/27/2024

Complaint: ********

I am rejecting this response because: quite bluntly they are lying. I cancelled the same day I subscribed as they were not providing the information they advertised as being able to provide. I have seen reviews others have made about this place and they all report the same.

Sincerely,

****** *****
Business Response
Date: 01/29/2024
Title: Kaity,
Executive Office Response Team
Contact
Phone: ###-###-####
Contact
Email: ******************************

January 29, 2024

RE: Ms. ****** ***** -- ********

To Whom It
May Concern,

Thank
you for forwarding Ms. *****’s response to us.

When
a member successfully cancels their free trial, they are provided with a
cancellation number via email. We have provided Ms. ***** with what our records
show which was that the trial was not cancelled until she called our support
line on January 24, 2024.

Additionally,
we have refunded Ms. *****’s charge as an exception to our cancellation and
refund policy on January 26, 2024. Therefore, 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 response 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
Ancestry
Customer Answer
Date: 01/30/2024

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:01/24/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I cancelled my membership on 1/24/2024 and was told that I will be charged a $25 cancellation fee. Im upset because I cancelled for financial hardship and am now being charged for it. I went online to chat with an associate who couldnt tell me what costs my $25 was supposed to cover. Im furious because its a blatant money grab from the company.
Business Response
Date: 01/26/2024
Title:Kaity, **************** Response Team
Contact Phone: **************
Contact Email: ******************************************

January 26, ****

RE: ****************************** 21191835

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 US Discovery subscription and chose the option of a semi-annual subscription billing monthly. Her most recent renewal of the membership occurred on December 19th and would be billed monthly throughout the six-month subscription period scheduled to end on June 19, ****. The full six-month price for the subscription type chosen was billable monthly at $21.99 per month. The subscription type also stipulates that a $25 cancellation fee will be incurred upon early cancellation, or the remainder of the full subscription price, whichever is less. Because ************ was only one month into her six-month subscription, she was therefore assessed the early cancellation fee. The following information is provided to the member during the checkout process when ordering subscription 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 $21.99 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. 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 order confirmation email sent to the member after signup in the section detailing the membership they initiated. The email includes the following excerpt:

Even though you will be billed monthly, you are committing to the entire length of your 6-month subscription. If you choose to cancel earlier, you will not be eligible for any refunds, but you will retain access to your services for the remainder of paid months. If you cancel after your free trial ends, you will be charged a cancellation fee equivalent to the lesser of $25 (plus applicable taxes) and the remaining of your 6-month subscription.

However, as a courtesy to ************, we have made an exception to these refund policies and processed a refund for the cancellation fee of $25 back to the account originally charged. The confirmation number for this transaction is 471193761.Please note that it can take between 3-5 business days for these funds to become available within their financial institution, depending on their refund policies and procedures.

We always appreciate any opportunity to assist our members in discovering, preserving,and sharing their family history. If at any time in the future ************ becomes interested in researching or saving her family history, she may continue to use the free services found on Ancestry even now after her subscription has ended.

If you have any questions regarding this matter, please do not hesitate to contact us at **************.

Sincerely,

Kaity
Executive Response Team
Ancestry
Customer Answer
Date: 01/29/2024

Better Business Bureau:

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

Sincerely,

***********************

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