Ancestry.com

June 26, 2015
RE: Kevin C[redacted] – Case: [redacted]
To Whom It May Concern,
Thank you for forwarding Mr. C[redacted]’s complaint to us. At Archives, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard.
Our records indicate that Mr....

C[redacted] contacted our member services department on June 24, 2015 and canceled his membership with us. Mr. C[redacted] will have no further renewals or charges.

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

April 29, 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.
We apologize for the frustrations that Ms. [redacted] has encountered with Ancestry.com. After...

researching our database, we are unable to locate any emails sent to [redacted]@verizon.net, nor can we locate an account for Ms. [redacted].
Our records also indicate that Ms. [redacted]’s email address was added to our Do Not Email List on March 23, 2015. As the [redacted]@verizon.net email address was added to our Do Not Email List, we believe the emails may be coming from a third party and not directly from Ancestry.com. We recommend for Ms. [redacted] to unsubscribe from the emails and to add the email address they are coming from to her spam filter.
If Ms. [redacted] should receive an email directly from Ancestry in the future, it will only be in regards to legally required transactional emails i.e. order confirmations, renewal notices, password recovery, etc.
Again, we apologize for the frustrations that Ms. [redacted] has encountered with Ancestry. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at [redacted].
Sincerely,
[redacted]
Executive Response Team
Ancestry
"Connection and Strengthening Families through the World Wide Web"

Contact Name and Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
December 15, 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.
We sincerely appreciate the feedback that Ms. [redacted] has provided about Ancestry’s decision to retire Family Tree Maker. We have forwarded her suggestions to the appropriate departments for further review and consideration.
On December 8, 2015 Ancestry announced that we are discontinuing sales of our Family Tree Maker software on December 31st 2015. Following the Family Tree Maker desktop software announcement, we’ve seen an outpouring of comments, questions and the concerns raised by customers. We want Ms. [redacted] to know that we truly value her as a customer and her feedback. Here are three key things we’d like to re-assure her of after reading through customer comments on our blog:
We are fully committed to supporting Family Tree Maker through at least the end of 2016 with all available support from member services, including technical issues, product issues, updates and attention to the product. She will be able to use the software, exactly as she does now, including TreeSync, for at least the next year.
We are exploring possible relationships with other desktop software solutions that would make it possible for their products to integrate with Ancestry.
We are exploring options to bring more reports and related functionality from Family Tree Maker into the online service. Stay tuned for updates on this over the coming year.
For updates and more information about the retirement of Family Tree Maker we would invite Ms. [redacted] to use the following link to our blog.
http://blogs.ancestry.com/ancestry/2015/12/09/more-information-on-family-tree-ma...⇄ /> 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

Complaint: [redacted]
I am rejecting this response because: I appreciate the offered response from Ancestry.com, however, as I indicated in my complaint I have now canceled my paypal account due to the events occurred through ancestry.com (which I still find most unfortunate) and therefore would not be able to receive any refund from ancestry.com through paypal. I would be willing to accept their response if they can reimburse me in a different manner (check or money order). 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have no idea how they came to enroll me in a free registered guest account, rather than the 14 day free trial when I was signing on for the free trial.  At this point I am resolved that I do not wish, into the foreseeable future, to have any dealings with Ancestry.com due to the difficult and awkward nature of this first exposure to them and how they conduct their business. They extracted from me credit card information on the pretext that it was necessary to complete the application for the 14 day trial.  I feel foolish for having not bailed on them at that moment.  My father served in WWII with Carlson's Raiders, my mom was adopted at three years of age due to family tragedies, neither of them were forthcoming about their lives, I do not know the names of any of my birth grandparents, so I had real desires to learn things about the family history.  What I have learned is that Ancestry.com is better at advertising than they are at providing service.  I regard the "14 day free trial" as a bait and switch scam, which leaves me with no faith in their corporate integrity.  If it were a good company that really provided a good service I would expect to pay a reasonable fee for their services, but what I now sense is that they are just some internet leaches sucking data and credit information from the consuming public.  What I learned from the roughly six hours I squandered over the passage of about 4 days of trying to see what they had to offer through the vehicle of the "free trial" is that I want to avoid any dealing with them.More to the point, I do not want to be listed as having a "free registered guest account," and I want them to expunge from their system all data regarding me, to include credit information, I now regret having shared with them in my failed attempt to avail myself of the free trial offer.
Sincerely,
[redacted]

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [email protected]   August 1, 2016   RE: [redacted] – Case: [redacted]   Thank you for forwarding Ms. [redacted]’s response 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 sincerely regret any frustration that Ms. [redacted] has experienced in this situation.   Being a respectable company is one of Ancestry.com’s qualities that we endeavor on a daily bases. We drive to provide world class customer services. And make it a pleasant experience for all customers to join or cancel a membership with us.   We have many customers who have at one time or another neglected to cancel on the specified date or simply forgot that their membership would auto-renew.    Our records indicate that Ms. [redacted] cancelled her free trial and purchased a subscription from Ancestry on January 28, 2016 for $111.00. This subscription was cancelled and refunded in full later that day in order to redeem another membership offer at a lower price, $99.00. Per the Terms of Service on our website, Ms. [redacted] was responsible to cancel on or before July 28, 2016, if she did not want to continue the subscription and be billed the $149.00.   The cancellation emails that Ms. [redacted] received reference orders[redacted]and[redacted] which are associated with her free trial and first subscription purchase of $111.00 respectively. We regret any confusion caused by these emails.   Unfortunately, because Ms. [redacted] did not contact us before July 28, 2016, we are not responsible for any overdraft fees charged by Ms. [redacted]’s bank. Thus, we regret to inform her, that we will not be reimbursing her for those amounts.   In light of the circumstances, we would be pleased to offer Ms. [redacted] a complimentary six month’s subscription to Ancestry’s World Explorer membership, a value of $149.00, free of charge. This offer can be redeemed by responding to this complaint or emailing us at [email protected].   If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at ###-###-####.   Sincerely,   Dallas Executive Response Team Ancestry.com

Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     October 17, 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.    Software MacKiev, with whom we have a long-standing relationship, has acquired the Family Tree Maker software line as publisher for both Mac and Windows versions. Software MacKiev has been the developer of Family Tree Maker for Mac for more than eight years and is thrilled at the opportunity to publish future versions of Family Tree Maker for Mac and Windows.   This new agreement means our customers will receive all product support, software updates and new versions from Software MacKiev, and have the ability to purchase new versions of Family Tree Maker from Software MacKiev as they are released. They may also update existing software per their own discretion. As we are not the publishers of the software any longer, we are not in a position to offer product support for Family Tree Maker, nor make decisions regarding support of older versions of the software, which may not support any changes to our API. We are still able to provide support in using the Ancestry website.   MacKiev has multiple support options, such as emails, which are submitted through both their online form and Live Chat function. The Live Chat option is available from 5 AM to 6 PM EST, seven days a week. Mr. [redacted] can access both of these options through their website. We have included the links below for his reference:   Technical Support Request   Live Chat Service   We want Mr. [redacted] to know that we value him as a member 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 Executive Response Team Ancestry

Contact Name and Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
December 4, 2015
RE: [redacted] -- [redacted]
To Whom It May Concern,
Thank you for forwarding Ms. [redacted]’ complaint to us. At Archives.com, we...

are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard.
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.
Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Ms. [redacted]’s case, her trial renewed to a monthly paid membership on November 30, 2015.
When signing up for a free trial or other membership, the website requires the member to check off a confirmation box agreeing they have viewed and accepted the Archives.com Terms & Conditions. In addition to this, the sign-up process also states that an automatic-renewal will occur without a cancellation. According to our records, no email or online cancelation was received by Ms. [redacted] until she emailed us on December 1, 2015.
Because we are committed to providing superior customer service, we made an exception to our policies as they regard this membership and issued a refund for her in the amount of $9.99. The confirmation number for this transaction is:[redacted] Depending upon the payment method used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. Because we are not the party that issued the overdraft fees on Ms. [redacted]’ banking account, we are not in a position to refund or reimburse them. We have found that in similar situations, when we have provided a full refund for a certain product, many financial institutions are willing to refund overdraft fees. We suggest she contact her financial institution to discuss this possibility.

With this cancellation, Ms. [redacted]’ access to the paid online databases will expire immediately and she will have no further billing from Archives.com.
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]
I am rejecting this response because:please send refund its been to long .you advertised wait time expired long ago
Sincerely,
[redacted]

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] [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 sincerely regret the frustration Mr. [redacted] has experienced as a result of our extending the wait times for DNA kit processing. 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.     In light of the difficulty and frustration Mr. [redacted] have experienced as a result of this delay, we would like to offer him a complimentary three month World Deluxe subscription (a value of $104.97). The World Deluxe subscription provides you access to all of the records we have available on Ancestry. This membership also provides additional benefits such as Shared Ancestor Hints, DNA Circles, and New Ancestor Discoveries. If Mr. [redacted] would like to read more about these added benefits, we have provided a link to the following article:   AncestryDNA and Subscriptions   Our normal processing time for DNA kits has been extended due to the high volume of kits we've received. While waiting for his kit to process, we invite Mr. [redacted] to explore Ancestry with this complimentary subscription. To redeem this offer, please email our Executive Office directly at [email protected].   We will notify him by email once the testing begins, and he may check the status of your DNA test at any time by logging into his account and selecting "DNA" in the top left corner.   If Mr. [redacted] feels this delay in our lab processing is impacting his experience to the point where the product no longer works for him, we would be willing to provide him with a full refund of his test in the amount of $108.95. In order to redeem this offer, however, we ask that he first delete his test from the website.   If Mr. [redacted] would like to pursue this offer, we ask that he email us at [email protected] once the test has been deleted. He may delete the DNA results by first logging into his Ancestry account. Then navigate to the DNA Home page, and click on the Settings button on the right-hand side of the page. On this page, there an area on the right-hand side with a button labeled Delete Test Results. He may then simply click on this button and enter his Ancestry password to confirm the deletion of his test.   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, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   August 10, 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.   Because we are committed to providing superior customer service, we have made an exception to our refund policy and issued a refund to Ms. [redacted] in the amount of $59.94. 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.   At this time, PayPal does not allow for Archives.com to issue a refund for a charge that occurred over six months ago. Therefore, we are not in a position to offer any additional refund. In light of the circumstances, we are willing to provide Ms. [redacted] with 2 free years to Archives.com (a value of $159.98) at no cost. To take advantage of this offer, we ask that she email us directly at [email protected].   We want Ms. [redacted] to know that we value her as a member of Archives.com and wish her well 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 Executive Response Team Ancestry

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     January 12, 2018  RE: [redacted] [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 personally contacted Ms. [redacted]s regarding her concerns, and were able to resolve the situation.   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

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     February 19, 2018 RE: [redacted] – Case: [redacted]     To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’ 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 this situation may have caused Ms. [redacted]. We have reviewed our records and are happy to inform Ms. [redacted] that her results finished processing and were posted to her Ancestry account on February 18, 2018. To access the results, she can click on the link below and sign into the account she used to activate her AncestryDNA test. If Ms. [redacted] does not remember her Ancestry login credentials, we can help you get signed into her account.   Click Here to View Your AncestryDNA Results   From here, Ms. [redacted] will be able to delve deep into your results including her Ethnicity Estimate, Genetic Communities, and DNA Matches. For her reference, we have also included the following link to a collection of articles that can help address any questions she may have regarding the results.   DNA Foundations   In light of the circumstances, we would like to offer Ms. [redacted] a complimentary month of 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,     Riley Executive Response Team Ancestry

Complaint: [redacted]
I am rejecting this response because:  The my shoebox problem has NOT BEEN RESOLVED!! Also I was never told that any documents before 2012 would not be able to be retrieved. I was only told repeating that the shoebox problem was being worked on. Matter-a-fact I was just told that on 12/1/2017. I also called ancestry about this same problem 3-4 times, and was the same thing each; the problem is being worked on. My shoebox problem is still not fixed, for example no matter how many documents I put in my shoebox it only shows 137 pages, the number never changes. It stays at 137 pages. MORGAN IS NOT TELLING THE TRUTH WHEN SHE SAYS MY SHOEBOX PROBLEM IS FIX and that I was told it was fix, if I told it was fixed I would not keep calling...BECAUSE IT IS NOT! I feel very disrespected by Morgan and Ancestry because it appears that they are telling me; their customer that I am lying about my problem. I have been a long time customer of Ancestry and have spent a lot of money. I think that Ancestry should show more respect to their customers!The only good thing that I was offered was the complimentary subscription, which I did except for my inconvenience. However, I would still like very much for my shoebox issue to be fixed.
Sincerely,
[redacted]

Title: Dallas, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [email protected]   August 25, 2016   RE: [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.    Ancestry customers may unsubscribe from emails by emailing our support team or by contacting our toll-free support number (###-###-####). We do not have a record of being contacted through either of these avenues, but we regret that Ms. [redacted]’s attempts to unsubscribe from our email marketing lists have been unsuccessful.   We have now unsubscribed Ms. [redacted]’s email address [redacted] from all Ancestry emails. Please note that it may take 7-10 business days for all emails to cease concerning this account.   In researching Ms. [redacted]’s account, her email address had also not been added to our Do Not Contact list. To ensure that she will receive no further marketing emails, we have placed her email address [redacted] on our Do Not Contact list as of today.  We ask that she please allow 7-10 business days for all emails to cease concerning this account. If she receives emails in the future, it will only be in regards to legally required transactional emails (i.e. order confirmations, renewal notices, password recovery, etc.).   If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at ###-###-####.    Sincerely,     Dallas Executive Response Team Ancestry

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   October 24, 2017   RE: [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Mr. [redacted] response to us. We apologize for any inconveniences that have occurred from this situation.   We regret any frustration that Mr. [redacted] has experienced as part of this situation. We wish to clarify that while Ancestry owned and developed Family Tree Maker 2014, Software MacKiev was the developer of the Family Tree Maker for Mac software, which we published at that time.   As stated in our previous message, we are not in a position to make decisions about whether older versions of Family Tree Maker will be supported going forward. As we are no longer the developers or publishers of the software, we are not able to make changes to the program to accommodate any changes to Ancestry’s API.   In light of the frustration that Mr. [redacted] has experienced, we are willing to provide him with a free six month membership to our All Access membership (a value of $199.00) at no cost to him. To take advantage of this offer, 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

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] PS. Re: On June 10, 2016, Mr. [redacted] canceled his account online and received a refund of $99.00.  WHEN WILL THIS PROCESS TO MY BANK. Also for their info. this was cancelled online per their instruction at the end of the orig. agreement. But if they are refunding my monies, then all is good.

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]

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
December 18, 2015
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 provide exemplary customer service. Mr. [redacted]’s comments regarding the quality of service he received from our Customer Solutions Associates is valued and we apologize that our customer service did not meet his expectations.
As a courtesy to Mr. [redacted], we have chosen to delete his duplicate account with the username “[redacted]” from our system as he has requested. Now queued for deletion, his name, email address, residential address, family tree information, and any DNA results related to the above mentioned account on our site will be removed from our system.
If Mr. [redacted] has any remaining questions or concerns regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####.
Allison
Executive Response Team
Ancestry

Contact Name and Title: Kate, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   December 20, 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 Ms. [redacted] was able to successfully cancel her subscription using our automated phone system, and was given a refund of $149.00 that was issued back to the card ending in [redacted]. For her convenience, we have provided the Acquirer's Reference Number (ARN) below. This number is given to our company by a financial institution when they receive the funds; in her particular situation, the number is:   [redacted]   If Ms. [redacted] are further interested in tracking your refund, we would suggest she contact her financial institution and refer to the number given above. They will be able to provide her with answers to any additional questions regarding her refund.   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,     Kate Executive Response Team Ancestry