Ancestry.com

Title: Allison, Executive Office Response Team
Contact Phone: [redacted]
Contact Email: [redacted]@ancestry.com
August 10, 2015
RE: Soyini L[redacted] -- [redacted]

To Whom It May Concern,

Thank you for forwarding Ms. L[redacted]’s response to us. We have carefully reviewed the information and have the following response.
We sincerely regret any frustration that Ms. L[redacted] has experienced in this situation.
We remove credit card information from our system after a three year period of non-use. In the meantime, rest assured we will not bill anything to your credit card, unless you initiate a new transaction.
Ancestry is in compliance with Payment Card Industry Data Security Standards. This means that the storage of payment information adheres to requirements related to the storage and transmission of our member’s payment data.
In the future if you would like to prevent us from receiving and storing your credit card information please consider paying by check.
If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-[redacted].
Allison
Executive Response Team
Ancestry

Contact Name and Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   December 28, 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.   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 Ms. [redacted] activated a U.S. Discovery free trial on December 25, 2017 through a third party such as iTunes.  When a member activates an Ancestry subscription through a third-party (such as iTunes, Google, or Amazon), they will be billed automatically after the free trial, every month until they cancel their subscription.    All cancelations of those third-party subscriptions must be canceled through the website it was activated.  As Ms. [redacted]’ order was processed through iTunes, Google, or Amazon, she 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 these billing systems.   To assist Ms. [redacted], we have provided instructions below on how to cancel a subscription purchased through a third party:   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,   Riley Executive Response Team Ancestry

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   August 28, 2017   RE: [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’ response to us. We apologize for any inconveniences that have occurred from this situation, and for the confusion with Ms. [redacted]’ name.   As stated in our previous message, we do not currently have a business relationship with eBates. If Ms. [redacted] would like to make her purchase through their website, we cannot guarantee any pricing points or discounts for kits purchased through their website. In light of the circumstances, we would be willing to honor a price of $49.00 per kit with free shipping on any DNA kits that Ms. [redacted]’ would like to purchase, which can be redeemed by calling us at the number below. To this effect, we have placed a note on her account indicating to redeem this offer.   We are also willing to provide her with a complimentary six month membership to Ancestry (a value of $149.00) at no cost to her. To take advantage of this membership, she may email us directly at [email protected].   If this situation has impacted Ms. [redacted] experience to the point where she no longer wishes to continue with Ancestry, we would be willing to delete her Ancestry account from our systems and remove her from our marketing list if she would like to do so. If she would like to proceed in having her records removed from our servers, we ask that she email us directly at [email protected]. Again, we apologize but wish her success as she continues her journey to find her family history.   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

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: 1-877-283-9504 Contact Email: [email protected]   September 23, 2016   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 regret the customer service experience Mr. [redacted] has described, and wish to inform him that this is not the level of customer service we strive to provide. We have reviewed this situation and will provide appropriate training and coaching.   We are currently investigating Mr. [redacted]’s technical issue and currently have an open report filed to address his situation. While we review this situation, we invite him to email us directly at [email protected].   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-877-283-9504.   Sincerely,     Dallas Executive Response Team Ancestry

I have deleted the DNA information from my acccount 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.
Sincerely,
[redacted]

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: 1-877-283-9504 Contact Email: [email protected]   September 26, 2016   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.   We as a company have our customers in the bests of interest.  We apologize for any inconveniences that have occurred from this situation.   We have reviewed this situation with our development team, and believe this issue to now be resolved. Ms. [redacted] should now have full functionality of all 8 of her DNA circles. If she experiences any issues while accessing them, it may be due to a setting in her web browser. We recommend she follow the steps in the following article if she experiences issues with accessing them: Troubleshooting Problems on Ancestry   In light of the circumstances, we have also extended Ms. [redacted]’s World Explorer membership by an additional six months (a value of $149.00) free of charge. This membership is set to automatically expire on February 17th, 2018 and the confirmation number associated with this transaction is [redacted].   We also wish to inform Ms. [redacted] that the DNA Circles feature is currently in beta, and still undergoing testing to ensure its full functionality. We ask for her patience and understanding as we work to resolve issues and improve in the future.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-877-283-9504.   Sincerely,     Dallas Executive Response Team Ancestry

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
October 30, 2015
RE: [redacted] -- 10882971
To Whom It May Concern,

Thank you for forwarding Ms. [redacted]’s response to us. We sincerely regret the frustration...

that Ms. [redacted] has experienced in this situation.

We have performed the DNA test with the most up to date technology, following all lab guidelines to provide Ms. [redacted] with accurate results. Sometimes, customer are unhappy with their results, because their ethnicity turn out to be different than what they were expecting. In Ms. [redacted]s case, she was expecting to have Native American DNA. The following links can help her understand her results and why she may not have received the results she was expecting.
http://help.ancestry.com/app/answers/detail/a_id/5479/kw/DNA%20results
http://help.ancestry.com/app/answers/detail/a_id/9066/kw/Native%20American

Customers’ DNA may hold information to help make new discoveries about their family’s past, their cultural roots, as well as confirm information in their family tree. Using the customers DNA test in combination with Ancestry.com gives them hints that can guide their investigations and connect them with new relatives. These new relatives may have additional information, a piece of their family story to tell or photos to share.

As Ms. [redacted]’s DNA test was run and completed by the laboratory, we regret to inform her that she is not eligible for a refund. If she would like to view the terms and conditions herself, we have provided the following link.

http://dna.ancestry.com/legal/termsAndConditions

We also would like to remind Ms. [redacted] that her test results are in a continuous matching system, being compared to all tests in the data base and all new tests being done. As more people take DNA testing, she may be able to locate matching individuals and will have the ability to share research with each other.

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

Sincerely,
Allison
Executive Response Team
Ancestry.com

Complaint: [redacted]
Dear Sir or Madam:I find the fact my request cannot be processed in a timely manner unacceptable. I have been the target of aggravated harassment and criminal activity. Ancestry.com continues to make it possible for criminals to target myself and my family by easily offering our personal information on their website and to add insult to injury will profit from doing so . This type of business should not be allowed to profit or exist and at the exploitation of others. This is unconscionable. Today is March 3, 2016 and my family and I are still subjected to a issue that could be easily resolved by suppressing our information. Therefore I find Ancestry.com equally responsible for any harassment we continue to receive. Again I am requesting my information suppressed immediately.
Sincerely,
[redacted]

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   March 30, 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.   Our records indicate a renewal notification was sent to Mr. [redacted] on January 31st, 2017. We have re-sent this notification to her email address for her records, and apologize if she did not receive our message. We recommend she check her spam or junk folders for the original message as well.   Because we are committed to providing superior customer service, we have made an exception to our refund policy and issued a refund in the amount of $149.00 to the original method of payment. The confirmation number for this transaction is [redacted].  Depending on the payment method she used for this membership, please note that it may take up to 3-5 days for this credit to post to her account.   The access to the databases associated with this membership has been terminated effective immediately and Ms. [redacted] will have no future billing from Ancestry.  Because we want Ms. [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 1-800-262-3787.   Sincerely,     Drew S[redacted] Executive Response Team Ancestry

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     April 9, 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 apologize that our service did not meet her expectations and we appreciate her taking the time to share her concerns.   Our goal is to provide a consistently reliable product and an exemplary level of customer service. Based on the events Ms. [redacted] describe, we did not meet this goal.   As a courtesy to Ms. [redacted], we have issued a refund in the amount of $19.99 back to the account that was originally billed. The confirmation number for this transaction is [redacted]. The access to the databases associated with this membership has been terminated effective immediately, and Ms. [redacted] 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.   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. [redacted] 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 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.
Sincerely,
[redacted]
  i will accept the refund $ 218 and as a church member I"M  disjointed in their actions on this matter , please have the check over night to the following address [redacted] .

Title: Paige, Executive Office Response Team Contact Email: [email protected]     December 14, 2016 RE: [redacted] – Case: [redacted]     To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’s response to us. At Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard.    As requested in Ms. [redacted]’s response, we have activated a complimentary annual World Deluxe subscription on her account with the username: [redacted]. The subscription will run from today, December 14, 2016 and automatically expire on December 14, 2017. The order number for this transaction is: [redacted].   We regret the frustration this situation may have caused her and hope she has continued success with her 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,     Paige Executive Response Team Ancestry

Title: Morgan, Executive Office Response TeamContact Phone: 1-800-262-3787Contact Email: [email protected] November 8, 2017RE: [redacted] – [redacted] To Whom It May Concern,  Thank you for forwarding Ms. [redacted]’s complaint to us.  We sincerely regret the...

frustration that she has experienced in this situation.  We have performed the DNA test with the most up to date technology, following all lab guidelines to provide Ms. [redacted] with accurate results.  Sometimes, customers are unhappy with their results, because their ethnicity turns out to be different than what they were expecting.  In Ms. [redacted]’s case, she was expecting to receive results narrowed down to a specific country.  Ethnicity estimation is still an evolving science that is always actively growing. We provide the most accurate estimate possible given our current dataset and knowledge of human genetics, but we’re also continually working to improve the resolution and accuracy of each ethnicity estimate. Currently, more than 150 global regions compose the ethnicities displayed in the AncestryDNA results. A full list of these regions can be found at the link below. Because of migrations and changing country boundaries, DNA alone does not allow us to determine one specific country of origin. DNA Regions Each time we improve our data, we will automatically adjust Ms. [redacted]’s ethnicity estimate at no additional cost. It’s possible that her ethnicity estimate will evolve, and potentially become more specific, along with our understanding of DNA science. Customers’ DNA may hold information to help make new discoveries about their family’s past, their cultural roots, as well as confirm information in their family tree.  Using the customers DNA test in combination with their family tree on Ancestry gives them hints that can guide their investigations and connect them with new relatives.  The individual stories shared in our advertisements show how our members use their AncestryDNA and family tree together to find out what countries their ancestors were from. In addition to Ms. [redacted]’s ethnicity estimate, she is provided with other tools and features to assist in this discovery. These include DNA Matches and DNA Circles.  As Ms. [redacted]’s DNA test was run and completed by the laboratory, we regret to inform her that she is not eligible for a refund.  If she would like to view the terms and conditions herself, we have provided the following link.   AncestryDNA Terms and Conditions We also would like to remind Ms. [redacted] that her test results are in a continuous matching system, being compared to all tests in the data base and all new tests being done.  As more people take DNA testing, she may be able to locate matching individuals and will have the ability to share research with other members.     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,   MorganExecutive Response TeamAncestry

Title: Drew S[redacted], Executive Office Response TeamContact Phone: 1-800-262-3787Contact Email: [email protected]  September 13, 2017 RE: [redacted] – Case: [redacted]  To Whom It May Concern, Thank you for forwarding Mr. [redacted]’s response to us. We sincerely regret any frustration that Mr. [redacted] has experienced in using our website. We wish to clarify that when an account is unable to be renewed, we do not open a second account for our customers to resume charging them. In similar situations to Mr. [redacted], a customer has accidentally set up a second account with similar information and started a second subscription, resulting in them being charged twice for their membership. In situations such as this, we will take every step we can to make our customers whole. Our records indicate that Mr. [redacted] had started a second account with his email address back in 2011, and he was provided a full refund for the overcharges that occurred at this time in late 2012. If Mr. [redacted] would like to continue his payments with the pre-paid credit card in question, we advise that he ensure there are funds available at each time his subscription renews in order to prevent our system from automatically cancelling his membership. An option that may result in Mr. [redacted] encountering less problems is paying for a longer term subscription, such as a six month or annual subscription. As mentioned in our previous response, when the membership is cancelled, he still retains access to his family tree and DNA data, but loses access to the historical records and other genealogical resources available on Ancestry until he re-subscribes. We appreciate Mr. [redacted] taking the time to share his experience with our customer service at all levels, and we appreciate the time he has taken to share his concerns regarding his experience and our policy of cancelling accounts that we are unable to bill. We have shared his experience internally for further review and consideration.  In light of his frustration, we are willing to provide him with a complimentary six month extension to his current Ancestry membership (a value of $99.00) at no cost to you. To take advantage of this offer, we ask that he contact us directly by emailing us at [email protected]. Again, we wish to assure Mr. [redacted] that we value him as a customer of Ancestry and wish him well as he continues his 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

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     October 17, 2016   RE: [redacted] – Case: [redacted]   To Whom It May Concern,   Thank you again for forwarding Ms. [redacted]’s response...

to us. We have carefully reviewed the request and have the following response.                                         ...⇄ Our goal is to provide a consistently reliable product and an exemplary level of customer service. Based on the events Ms. [redacted] has described, we did not meet this goal. Her comments regarding her recent experience will be used for coaching and training our employees.   We wish to inform Ms. [redacted] that the issues she has identified with the hint system are currently a part of how the hint system functions, and not an error. The hint algorithm attempts to assign any relevant documentation, which may in some cases result in duplicate hints or hints associated with a different person. This is to help account for errors in transcription or indexing. We appreciate Ms. [redacted]’s feedback and suggestions concerning the hint system. Her feedback is being shared internally as she has requested for further review and consideration.   Please understand that we receive a large volume of feedback and enhancement requests for Ancestry. We generally do not state the status of website updates and edits we are aware of and working on, or contact each member which has provided enhancement requests that have been implemented. We appreciate Ms. [redacted]’s patience and understanding with Ancestry and regret that this experience has impacted her work on her genealogy.   As a courtesy to Ms. [redacted], we have extended her US Discovery membership by an additional three months (a value of $59.97) free of charge. The confirmation number associated with this complimentary membership is [redacted], and it will automatically expire on July 20th, 2017.   Again, we apologize for the frustrations that Ms. [redacted] has encountered with our site. 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,     Dallas Executive Response Team Ancestry

Title: Riley, Executive Office Response TeamContact Phone: 1-800-262-3787Contact Email: [email protected]  February 19, 2018RE: [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 have reviewed Ms. [redacted]’s account and found that she signed up for a 14-day free trial on December 29, 2017. After the 14 days concluded, the subscription automatically renewed on January 12, 2018 to a monthly World Deluxe subscription. Our records that we attempted to bill Ms. [redacted] on January 12th, but we were unable to deposit the funds until January 23rd. The subscription was active for a month and then canceled at the end of the month on February 12th. At this point, her account became a registered guest account and she would receive a message to subscribe if she was trying to review a record.  In light of the circumstances, we would like to offer Ms. [redacted] a complimentary month of the World Deluxe subscription (a value of $34.99) at no cost to her. To redeem this offer, we ask that she email us directly at [email protected].   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,   RileyExecutive Response TeamAncestry

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   August 28, 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.   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, and know that waiting on hold can be a frustrating experience.   We are unsure of how to best assist Mr. [redacted] with his account. Our records indicate that he started a new subscription with us on August 21, 2017, which is currently set to automatically renew on September 21, 2017. If he would like for this automatic renewal to cease, we ask that he email us directly at [email protected].   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

Thank you.
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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:4 to 6 weeks is not good enough. There is no way in heck deleting someone's credit card information takes that long. I will continue to complain until the information is removed. I don't see a response either to the request of adding the ability for users to delete their cc information from the ancestry.com website themselves. I don't want to hear a whole lot of marketing talk...I do not want my credit card information floating around on the web, just waiting to fall into some hacker's hands. That sentiment applies not just to ancestry.com...I follow that same procedure with sites like amazon, etc. Except they are professional enough to provide the user the ability to delete that information themselves. And when I am done with a purchase, I delete my info. Users should be given the same courtesy by ancestry.
Sincerely,
[redacted]

Contact Name and Title: Morgan, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   December 13, 2017   RE: [redacted] -- [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.   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 Mr. [redacted] and his wife have experienced in this situation.   We would like to look closer at this charge. However, we are unable to find the account described at Ancestry. To assist in our search for the relevant account, we ask that Mr. [redacted] please provide any of the following information about the account in question:                 Order Number or Cancel Confirmation number     Full Name on Ancestry Accounts             Full Address, Including Zip Code             Any Alternate Email Addresses or Usernames Used   Mr. [redacted] can directly forward this information to us at [email protected]. We appreciate the time taken to obtain this.   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,     Morgan Executive Response Team Ancestry