Ancestry.com

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
January 4, 2016
RE: [redacted] -- [redacted]
To Whom It May Concern,
Thank you for forwarding Mr. [redacted]’s complaint to us. At Ancestry, we are committed to...

providing excellent customer service and hold our customers’ satisfaction in the highest regard.
We have many customers who have at one time or another neglected to cancel or simply forgot that their membership would auto-renew. Our records indicate that Mr. [redacted] signed up for a free trial membership on August 14, 2015.
When signing up for a Trial or other Membership the member is required to check off a confirmation box that they have viewed and accepted the terms & Conditions. It also states multiply times during the sign up process that the subscription will automatically renew. We also notify the customer that they may opt out of renewing their subscription by calling Ancestry at ###-###-#### or by logging into the My Account page on the Website at least two days before the renewal date.
At this time the account has been canceled as of January 4, 2016 so there will be no further renewals or charges. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue a full refund to Mr. [redacted] in the amount of $[redacted]. The confirmation number for this transaction is[redacted] Depending on the payment method he used for this membership, please note that it may take up to 3-5 days for this credit to post to his account.
The access to the databases associated with this membership has been terminated effective immediately and Mr. [redacted] will have no future billing from Ancestry. Because we want Mr. [redacted] to have success with his family research, he will have continued access to the free resources on our site as a registered guest.

If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####.
Sincerely,
Allison
Executive Response Team
Ancestry

September 1, 2015
RE: Suzanne * F[redacted]
To Whom It May Concern,
Thank you for forwarding Ms. F[redacted]’s complaint to us. We have carefully reviewed the request and have the following response.
At Ancestry, we strive to always provide excellent customer service. We realize that when...

a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. F[redacted] has experienced in this situation.
In reviewing Ms. F[redacted]’s complaint, we were able to locate emails that she had sent to Ancestry requesting that we cancel her subscription. We responded to the emails asking for more information as the only account we were able to locate with the information that she provided in the email was a free registered guest account. She never responded to these emails with the additional information that we requested, so we were unable to locate and cancel the account that was billing her.
As Ms. F[redacted] did provide a full address when she submitted her complaint with the Revdex.com, we were able to locate the account that has been billing and have cancelled her subscription. Because we are committed to providing superior customer service, we have issued a refund in the amount of $[redacted] back to the original method of payment. Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. The cancellation number for this is: [redacted].
Because we want Ms. F[redacted] to have success with her family research, she will have continued access to the free resources on our site as a registered guest.
If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at [redacted].
Sincerely,
Allison
Executive Response Team
Ancestry

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
  Only by involving you and letting them know I involved you did I get the problem resolved.  Thank you so much!
Sincerely,
Victor [redacted]

Title: Allison, Executive Office Response Team
Contact Phone: [redacted]
Contact Email: [redacted]@ancestry.com


August 13, 2015
RE: Christopher * S[redacted] -- [redacted]


To Whom It May Concern,

Thank you for forwarding Mr. S[redacted]’s complaint to us. At Ancestry we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard.

Again we can confirm that we never collected funds from Pay Pal for the original transaction in question. Since we never collected the funds from Pay Pal, we are not able to comply with Mr. S[redacted]’s request for a refund.
We appreciate Mr. S[redacted] sending the screenshot of his Pay Pal statement, in order for us to investigate this charge further, we request that he please provide a statement from the financial institution that his Pay Pal account bills through showing the charge.

If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at [redacted].

Sincerely,


Allison
Executive Response Team
Ancestry

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   April 4, 2017   RE: [redacted]- Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Mr. S[redacted]’s complaint to...

us. We have carefully reviewed the request and have the following response.   As a company, we strive to serve our customers’ best interests. We apologize for any inconveniences that have occurred from this situation.   Our records indicate that the refund of $47.94 was issued back to the card ending in [redacted].  For your convenience, we have provided an Acquirer's Reference Number (ARN) below.  This number is given to our company by a financial institution when they receive the funds; in your particular situation, the number is: [redacted], [redacted]   If Ms. S[redacted] is further interested in tracking her refund, we would suggest she contact her financial institution and referring to the numbers given. They will be able to provide her with answers to any additional questions regarding the refund.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Drew S[redacted] Executive Response Team Ancestry

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     July 13, 2017   RE: [redacted] [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’s...

response to us.  At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard.   When signing up for a membership on Archives.com, users are required to confirm that they have viewed and accepted Archives.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew.   Ms. [redacted]’s subscription to Archives.com has been cancelled effective July 13, 2017. As a courtesy to Ms. [redacted], we have made an exception to our policy and have issued an additional refund in the amount of $9.99.  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.   If you have any questions regarding this or any other matters pertaining to Ancestry, or Archives.com, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Drew S[redacted] Executive Response Team Ancestry

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, as it appears they will work on getting me my refund.  If I should not receive my refund, I will refile a complaint.
Sincerely,
[redacted]

Contact Name and Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [email protected]
December 29, 2015
RE: [redacted] -- [redacted]
To Whom It May Concern,
Thank for forwarding Ms. [redacted]’s complaint to us. We have carefully...

reviewed the request and have the following response.
At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously.
We regret any frustration that Ms. [redacted] has experienced with doing searches on her Ancestry account. We have not been experiencing any site issues related to performing searches on our website. According to the notes on Ms. [redacted]’s account, we were not able to replicate the issue she was having when she called for assistance. In cases where we’re not able to duplicate the problem that a customer is having, we must assume that is a problem with the customer’s web browser. In order to optimize her web browser to perform the best while using our site, she was sent instructions which can be accessed in the following link.
http://help.ancestry.com/app/answers/list/kw/5251/search/1
If she has followed all of these instructions and is still having the same issue, we would ask her to please send us specific examples of searches she has performed as well as the steps she’s using while searching to see if we can duplicate the problems she’s having to provide her with a resolution. She can send this information to [redacted]@ancestry.com.
We apologize for the frustration Ms. [redacted] has experienced with our site transition. As she is clearly dissatisfied with the new Ancestry, we are refunding her semi-annual subscription in the amount of $[redacted]. Refunds can take between 3-5 business days to be posted back to the original method of payment depending on her financial institution. The confirmation number for this transaction is:[redacted] As a courtesy to Ms. [redacted], we have given her a free six month subscription to Ancestry to ensure that she has time to be able to download her family tree information from the site if she chooses. The confirmation number for this transaction is:[redacted] The following links contain instructions for how she can do this should she choose to.
Downloading a tree from Ancestry into Family Tree Maker:
http://help.ancestry.com/app/answers/detail/a_id/4545/kw/download
Uploading and Downloading trees as GEDCOM files:
http://help.ancestry.com/app/answers/detail/a_id/472/kw/download%20GEDCOM
We value Ms. [redacted] as a customer and hope that she will choose to continue using Ancestry. Should Ms. [redacted] choose to continue using our website in the future, she will need to do so with the understanding that the changes she has requested may not be made and she will be using the website as it is.
Again, we regret the frustration that Ms. [redacted] has experienced with using the new Ancestry. We want users to enjoy the new website. If she would like to submit more specific feedback about changes she would like to see in the new Ancestry, we would encourage her to submit them through the Ancestry blog, where we are keeping members updated about recent and future changes to the site. We have attached a link to the blog below.
http://blogs.ancestry.com/ancestry/2015/09/11/the-new-ancestry-september-11th-fe...⇄ /> If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us by either responding to this email or calling us at: ###-###-####, seven days a week, 9AM to 11PM MST.
Sincerely,
Allison
Executive Response Team
Ancestry.com

Contact Name and Title: Jill, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted]     June 20, 2016   RE: [redacted]     To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’s complaint to us. We...

have carefully reviewed the request and have the following response.   We as a company have our customers in the bests of interest. We realize that when a customer makes a purchase directly through us, they are making an investment in their family, and we take this trust very seriously.     We do seek to always keep the website functioning properly for our users. To this end, we perform regular site updates, maintenance, and upgrades to ensure the site works as efficiently as possible, without interruption. As with any other computer or Internet company, however, we cannot guarantee that there will not be occasional technical difficulties.   For further information, Ms. [redacted] may consult our Liability Disclaimer. This can be read by clicking on the Terms and Conditions link in the very bottom of most pages on our site. On the next page, she can click the Liability Disclaimer link in the left column of the following page. We have included a link to the Liability Disclaimer below for Ms. [redacted]’s convenience. http://www.ancestry.com/legal/terms.aspx#Liability   We regret any disappointment Ms. [redacted] has experienced in using our service, and we are grateful for the time she has spent as an Ancestry member over the past 9 years. For these reasons, we have refunded her most recent subscription fee of $199.00. The confirmation number for this transaction is[redacted]-[redacted]-[redacted] Ms. [redacted]’s access to the databases associated with this membership has been terminated effective immediately, and she will have no future billing from Ancestry. 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.     As a courtesy to Ms. [redacted], we would like to offer her a complimentary 6-month All Access subscription. To take advantage of this offer, she will need to send an email to [redacted].   We hope Ms. [redacted] will continue to enjoy her association with us.   Again, we apologize for the frustrations that Ms. [redacted] has encountered with our website. If you have any questions regarding this or any other matters pertaining to Ancestry, you may contact us at ###-###-####.   Sincerely,   Jill Executive Response Team Ancestry.com Tell us why here...

May 19, 2015
RE: [redacted]– Case: [redacted]
To Whom It May Concern,
Thank you for forwarding Ms. [redacted]’s complaint to us. We have carefully reviewed the request and have the following response.
At Ancestry, we strive to always provide excellent customer service. We realize...

that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. [redacted] has experienced in this situation.
Our records indicate that the AncestryDNA Test was purchased online under Ms. [redacted]’s Ancestry account. As the test was purchased online under Ms. [redacted]’s account, we unfortunately are unable to tell who placed the order on her account.
Because we are committed to providing superior customer service, we issued a full refund back to Ms. [redacted]’s account ending in [redacted] on May 15, 2015. For Ms. [redacted]’s convenience, we have provided the Acquirer's Reference Number’s (ARN) below. This number is given to our company by a financial institution when they receive the funds; in Ms. [redacted]’s particular situation, the number is:
• [redacted]
If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at [redacted].
Sincerely,
[redacted]
Executive Response Team
Ancestry

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   August 18, 2017   RE: [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Ms. [redacted] complaint to us....

We have carefully reviewed the request and have the following response.   As a company, we strive to serve our customers’ best interests. We apologize for any inconveniences that have occurred from this situation. We been experiencing high wait times due to the larger than expected response we’ve had to our AncestryDNA Summer Promotion.   Per Ms. [redacted]’s request, we have processed an order to send her a replacement DNA test to the address she provided in her message. She should receive this test in the next 7-10 business days.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Drew Executive Response Team Ancestry

Complaint: [redacted]
I am rejecting this response because:As previously stated, these accounts were opened without acknowledgement or authorization. There is no way to guess what e-mail address was used for the second account. This is why communication was made to inform Ancestry that any charges made with the same credit card was unauthorized. I was never a customer, nor received services from Ancestry.com  Your refusal to acknowledge fraudulent activity is cowardly. I will use social media to spread the word and alert of the unethical business practices and zero standards that Ancestry.com has displayed. Lies to the Revdex.com stating a mutual resolution is disgusting. Ancestry.com is a dishonest company. 
Sincerely,
[redacted]

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     February 5, 2018 RE: [redacted] – Case: [redacted]     To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’s complaint to us. At...

Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard.    We appreciate Ms. [redacted]’s feedback and suggestions concerning our advertisements. Her feedback is being shared internally as she has requested for further review and consideration.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Riley Executive Response Team Ancestry

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, for the moment.  The statement that I will be billed is interesting. This was a gift subscription and the gift was for one 6 month period. I will monitor this situation.
Sincerely,
[redacted]

Title: Jill, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted]
  June 27, 2016 RE: [redacted] -- [redacted]     To Whom It May Concern,    Thank you for forwarding Mr. [redacted]’s complaint to us.  We sincerely...

regret the frustration he has experienced in this situation.  We have performed the DNA test with the most up to date technology. Unfortunately, despite multiple attempts, we were unable to extract enough DNA from the sample he submitted to provide an accurate result.   Because we are committed to providing superior customer service we are willing to make an exception to our DNA refund policy and are issuing a refund in the amount of $108.95 for the DNA kit he purchased. Please note that it can take between 7-10 business days for these funds to become available within your financial institution depending on their refund policies and procedures. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at ###-###-####.    Sincerely,     Jill Executive Response Team Ancestry.com

Contact Name and Title: Deborah, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   September 22, 2017   RE: [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Mr....

[redacted]’s complaint to us.  We have carefully reviewed the request and have the following response.   We as a company have our customers in the bests of interest.  We apologize for any inconveniences that have occurred from this situation.   Our records indicate that Mr. [redacted] activated a monthly U.S. Discovery Membership on September 9, 2017, through iTunes or another third party. When a member purchase’s an Ancestry subscription through a third-party (such as iTunes, Google, or Amazon), they will be billed automatically every month until they cancel their subscription.    All cancelations of those third-party subscriptions must be canceled through the website it was activated.  As Mr. [redacted]‘s order was processed through iTunes, he will need to contact them regarding the cancelation.  Unfortunately, we are unable to process a refund for any recent charges, as we do not have access to iTunes’s billing system.     To assist Mr. [redacted], we have included the contact information for iTunes below.   Canceling a Subscription Purchased on iTunes, Amazon, or Google   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Drew Executive Response Team Ancestry

Complaint: [redacted]
I am rejecting this response because:  they are saying that I never done business with them,,, I have enclosed all documentation and emails showing they promised to refund my money with pay pal and even said they already did,, all lies...   I was ordering a birth certificate for my step grandson.  the order was done with archives.com my step son name is [redacted]  the paypal account is in my name [redacted] how achieves.con got paid.   Here is all the emails from archives.com..   Hi, I just got off the phone with Archives.com and they said the refund of $70.28  was issued on 10/31/17 back to your paypal account.  If you still don’t see it, you should call them at 888-896-4442.  From: [redacted] [mailto:[redacted]] Sent: Tuesday, November 28, 2017 12:23 PM To: Cheng V[redacted] <cv[redacted]@authoricheck.com> Cc: [email protected] Subject: RE: Info regarding your birth certificate order for [redacted] Checking on that refund seeing if anyone helping me,,, [redacted] From: [redacted] Sent: Monday, November 27, 2017 1:47 PM To: 'Cheng V[redacted]' Cc: '[email protected]' Subject: RE: Info regarding your birth certificate order for [redacted] Checking on that refund seeing if anyone helping me,,,  [redacted]  From: [redacted] Sent: Wednesday, November 22, 2017 12:02 PM To: 'Cheng V[redacted]' Cc: '[email protected]' Subject: RE: Info regarding your birth certificate order for [redacted] I was told I would get a refund for 70.28 under my pay pal account,, I still have not received it,,, I was told to contact you and let you know..   can someone help me, this is not right to say you refund me money and then don’t  [redacted] . From: Cheng V[redacted] [mailto:cv[redacted]@authoricheck.com] Sent: Wednesday, November 22, 2017 10:20 AM To: [redacted] Subject: RE: Info regarding your birth certificate order for [redacted] Hi, I called your home phone and you were not available.  Please contact Archives.com at 888-896-4442 or [email protected] and let them know you still have not received your refund for $70.28 From: [redacted] [mailto:[redacted]] Sent: Monday, November 20, 2017 8:07 AM To: Cheng V[redacted] <cv[redacted]@authoricheck.com> Subject: RE: Info regarding your birth certificate order for [redacted] This was 10 days ago and I still received no refund on my pay pal account for this?   From: Cheng V[redacted] [mailto:cv[redacted]@authoricheck.com] Sent: Friday, November 10, 2017 3:04 PM To: [redacted] Subject: RE: Info regarding your birth certificate order for [redacted] Hi, we still had not luck.  We will cancel and issue a refund. I suggest contacting Benton County Health Dept directly for help at 360-236-4313 From: [redacted] [mailto:[redacted]] Sent: Friday, November 3, 2017 12:59 PM To: Cheng V[redacted] <cv[redacted]@authoricheck.com> Subject: RE: Info regarding your birth certificate order for [redacted] He was 8 years old  From: Cheng V[redacted] [mailto:cv[redacted]@authoricheck.com] Sent: Thursday, November 2, 2017 3:05 PM To: [redacted] Subject: Re: Info regarding your birth certificate order for [redacted] Yes, that could be the issue.  How old was he when the change took place.   From: [redacted] <[redacted]> Sent: Tuesday, October 31, 2017 2:24 PM To: Customer Service Backgrounds Subject: RE: Info regarding your birth certificate order for [redacted]  My son’s name got changed when his mother married another man.  Did not know if that would make a difference if his name is different today….   His last name is now [redacted]  From: Customer Service Backgrounds [mailto:[email protected]] Sent: Monday, October 30, 2017 3:12 PM To: [redacted] Subject: Info regarding your birth certificate order for [redacted] Good afternoon [redacted], We have conducted a thorough search for the birth certificate you requested in Benton County and unfortunately no record was located based on the information provided. We apologize for any inconvenience. If you believe this document may be filed in another state or county, we would be happy to search further, however please keep in mind that additional searches will result in additional fees. Please contact our office at (800)315-7678 or via email at [email protected] with any questions or if we may be of any further assistance. Thank you and have a great day! Best Regards, Lilliy J. USA Vital [email protected]: [redacted] [mailto:[redacted]] Sent: Monday, December 4, 2017 12:11 PM To: [redacted] Subject: Re: Fwd: You have a New Message from Revdex.com of Utah Regarding Complaint #[redacted] I was ordering a birth certificate for my step grandson.  the order was done with archives.com my step son name is [redacted]  the paypal account is in my name [redacted] how achieves.con got paid.  On Dec 4, 2017 12:06 PM, "[redacted]" <[redacted]> wrote:---------- Forwarded message ---------- From: "Revdex.com" <[email protected]> Date: Dec 4, 2017 10:48 AM Subject: You have a New Message from Revdex.com of Utah Regarding Complaint #[redacted] To: <[redacted]> Cc: This e-mail is to notify you that you currently have a new message with Revdex.com in regards to complaint #[redacted]. Please click on the link below to access Revdex.com's Online Complaint Management System to read this message. Click here to read the message. If your email program does not support the link above, then please copy and paste the link below into your browser. http://odrcomplaint.Revdex.com.org/ODRWeb/Home/SecureLogin.aspx?SecureLinkGuid=0...⇄ This is a post-only mailing. Replies to this message are not monitored or answered. If you have any further questions or concerns, please do not hesitate to contact us at [email protected] or 801.892.6009. Thank you 
Sincerely,
[redacted]

Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     April 14, 2017   RE: [redacted] – Case: [redacted]     To Whom It May Concern,   Thank you for forwarding Mr. [redacted]’s 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 that may have been caused by this situation. Our records indicate that Mr. [redacted]’s DNA test is currently at our lab but is not activated. Unfortunately, we are unable to process DNA results for a test that has not been activated. As Mr. [redacted] still has his 15-digit alphanumeric activation code, he may go online to activate his DNA test. Once the test is activated, we will be able to begin processing the sample.   For your convenience, we have included step-by-step instructions on how to activate a DNA test in the following link: Activating a DNA Test   Our normal processing time for DNA kits has been extended due to the high volume of kits we've received. We are working to reduce wait times, and are happy to announce that we recently opened an additional lab to expand our capacity to process and analyze DNA samples.   While waiting for his kit to process, we invite Mr. [redacted] to explore Ancestry with a complimentary three month membership to our World Explorer subscription (a value of $104.97) free of charge. To redeem this offer, please email our Executive Office directly at [email protected].   We will notify Mr. [redacted] by email once the testing begins, and he may check the status of his DNA test after it is activated at any time by logging into his account and selecting "DNA" in the top left corner.   We regret any inconvenience this has caused and appreciate Mr. [redacted]’s patience in this manner.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Drew S[redacted] Executive Response Team Ancestry

Contact Name and Title: Drew S[redacted], Executive Office Response TeamContact Phone: 1-800-262-3787Contact Email: [email protected] June 9, 2017 RE: [redacted] - Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms. [redacted]’s complaint to us. We...

have carefully reviewed the request and have the following response.  As a company, we strive to serve our customers’ best interests. We apologize for any inconveniences that have occurred from this situation.  Our records indicate that the previously approved refunds for Ms. [redacted]’s DNA test were unable to be refunded through our normal process as the billing occurred over one year ago. As we are unable to issue a refund to the original method of payment for a transaction that is that old, no refunds were issued previously. Because we are committed to providing superior customer service, we have made an exception to our refund policy and issued a refund through check for Ms. [redacted]’s DNA test in the amount of $99.75. The confirmation number for this transaction is [redacted].  Please allow 6-8 weeks for this check to arrive.  We want Ms. [redacted] to know that we value her as a member of Ancestry and wish her continued success in her family history research. If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.  Sincerely,   Drew S[redacted]Executive Response TeamAncestry

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
December 16, 2015
RE: [redacted] -- [redacted]

To Whom It May Concern,

Thank you for forwarding Ms. [redacted]’s complaint to us. We have carefully reviewed her...

request and have the following response.
At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. [redacted] has experienced in this situation.
Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial. Our records indicate that Ms. [redacted] signed up for a 14 day free trial membership on 11/15/2015. Her trial membership ran from 11/15/2015 to 11/29/2015. Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership unless they’re cancelled.
Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ###-###-#### prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received indicating Ms. [redacted]’s desire to cancel.
Currently, the account has been canceled as of 12/9/2015 so there will be no further renewals or charges. Because we are committed to providing superior customer service, we have made an exception to our policies as they regard the membership and we are prepared to issue a refund in the amount of $34.99 for the most recent billing. Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within their financial institution. The confirmation number for this transaction is:[redacted]

With this cancellation, Ms. [redacted]’s access to the paid online databases will expire immediately and she will have no further billing from Ancestry. Because we want her to have success with her family research, she will have continued access to the free resources on our site as a, “Registered Guest.”
If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####.
Sincerely,
Allison
Executive Response Team
Ancestry