Ancestry
Reviews and Complaints

I purchased a dna test for a friend, it was on sale for 69 dollars +shipping, on 10/18/18 in the afternoon, on 10/19/2018, I need to refund it, my friend said does not want to do it, so I call to refund, after a while this sweet lady tells me I have tp pay a 25 dollar fee, are you kidding its not 24 hours, its not shipped, or anything and you are charging 25 dollars, this unreal, people do not cancel I am sure, i bought a kit for my husband, they do help people the kit is 69 dollars or you see it for 59 now a Halloween special, bad cs, here confirm no of transaction is [protected] check it out and see if this is fair not even 24 hours, it would have been sooner but your phones do not open up till 9am, i, m up at 5am fla time, how do you sleep at nite

I recently purchase an all access 6 month membership from Ancestry for $139.00. That was on 6/26. I went to log in today and I show as no membership. I called customer service and was told that I cancelled my membership on 7/11. (I did not.) I asked if I had cancelled my membership, shouldn't I have received a full refund as it had not been 30 days. The CS was not very knowledgeable and basically told me sometimes you do and sometimes you don't. She put me on hold and came back to tell me she could refund the $139.00 and I could resubscribe at the $199.00 fee. I told her that wasn't really fair as I didn't cancel my service to begin with. I asked if she could just reup me for 6 months and not refund. She put me on hold again and came back and said the same thing - refund $139 and resubscribe for $199. I just told her ok - give me the refund. I won't be resubscribing.

I am now on hold while a representative cancels the automatic renewal -- something I neither authorized or wanted -- of my six-month subscription. And apparently there is no way to have a subscription without this. This is a terrible policy -- a scam really. I have bought subscriptions occasionally in the past, but now I will rethink whether I ever want to use ancestry again. You should be ashamed. And now the customer "support" person has returned to tell me that due to some kind of problem in ythe ancsetry system, he cannot refund my money and that I should call back and go through this same process later today. Terrible policy. Terrible support.

Sick of seeing "can't access records. Try back later" what the hell is going on with them. Ancestry has been consistently deteriorating for quite a while and now appears to have self destructed!
Regarding searches. If you add/change an item in a current search they remove exact/years/location etc. Causing you to retrace your steps, look at the search again and see what they changed! I'm fed up and dumping them.

I signed up for 6 months with Ancestry.com.au - worldwide access. Instead of my subscription expiring in February 2018 as expected I have just found that it automatically renewed

I did not see any indication that this auto renewal would take place - and I have not used the Ancestry site since February so was unaware that my subscription had renewed until I received yet another unwanted email from Ancestry and I checked my account

Needless to say it seems that they will not refund as I left it too late to cancel my subscription...leaves a bad taste when they can renew without telling me - but I can't get a refund despite not using their service

Have been a member since 2006 and am a Full Access member. Ordered an additional DNA kit for my mother & was charged full price. Six days later I called to see if I could get a partial refund due to the fact that the DNA kit is now $59. Rep was extremely short and said "no way" and hung up. Six days & she refused to even discuss it with me. Thanks a lot Ancestry.com - you suck!

Hello,
I purchased a DNA kit for my daughter. she got the results and lost the email and can't access her results. I called customer service just now and the lady I spoke with was extremely rude and unwilling to help me. She said "well we can't help it if our customers choose to delete their accounts." She did not delete her account she simply cleared her cookies on her computer. The lady I spoke with was extremely rude. I asked her if the test results can be tracked by the registration number and she was so rude. She was condescending and was very snotty and insulting. I am extremely upset that I spent $100 on this test and customer service was no help at all. The call didnt even start out nice. the woman was very snotty and crabby right off the bat. I have a paid account and have also ordered a test for another family member. If this is the way I'm going to be treated I'll take my business elsewhere. I'd appreciate someone who is at least willing to try helping resolve this and who is not a rude witch. I apologize for the harsh language but I am extremely upset by the way I've been treated. I want access to the test results or I want a refund and possibly an apology for how I was spoken to. Thank you
Cindy L. Barton

I recently upgraded to the Full Access Membership so that I would have access to articles in Newspapers.com and Fold3. The first person that I was researching had many articles in Newspapers.com however it does not give you access to view the articles. You have to then purchase another membership with Newspapers.com. This to me is wrong. I paid extra to include those articles that were available and now I can't even see them! Very frustrating. All it really is, is a tactic to get more people to register and pay directly to Newspapers.com.

Wrong written about dalal(Jat) surname
.they have wrote wrong about dalal surname.Fix it

'' occupational name for a broker, from Arabic dallal ‘auctioneer'.''
Please remove this line Early.
Otherwise, Hardest action will be taken against this website
Edit this Line see below
  Dalal (दलाल)is gotra of Jats found in Haryana, Uttar Pradesh, Madhya Pradesh, Rajasthan[4] and Delhi.This Gotra has a glorious History, Dalal Jat clan is found in Afghanistan.[5].

Tell me your Gmail I'd
Contact me Now .
My Contact no.:[protected]

Your website is crashing and won't take a perfectly good credit card so i called, then i waited for over 17 minutes only to be hung up on. So the $59 rate was good but id rather pay more to get real customer service from 23 and me because at least they won't freaking hang up on you for trying to buy their products.

I just wanted the special rate to buy Christmas gifts but because you make a product that you can't electronically handle the volume of, the consumer gets treated like crap and hung up on.

My leafs are disappearing...why? My linked circles have disappeared...why. What is this about? why would I have 4 leaves one day the log on and only 3 leaves appear? Why am I linked to circles one day then the next they are gone. Why pay so much for this service and rely on its capability to connect family together via DNA, to no have it function properly or give you information. This needs to be looked into and someone at Ancestry needs to fix it, pay to much money for the service.

I signed up for a special $99 "deal" for a six-month subscription to Ancestry.com which I paid at the time I signed up. I recently noticed that they've been billing me $19.99 monthly...! Their "Customer Service" consists only of a disorganized string of FAQs, there is no chat or email capability. I'm hoping that their phone support (Ancestry Support [protected]; Monday - Friday: 9:00 am - 11:00 pm Eastern; Saturday - Sunday: 9:00 am - 11:00 pm Eastern) will prove helpful, but as it is currently closed, I have no way to tell. I will call them first thing in the morning tomorrow to report this THEFT, and try and force them to reimburse me for the DOUBLE PAYMENT. What a blatant rip-off!
I'm in the process of copying all of the images and documents associated with my family tree, and then will be cancelling my subscription. I just hope my cancellation is honored - and that these monthly charges stop. Errr! So irritating.

I have been unable to connect to Ancestry.com for the past week. I am in the area that was affected by Hurricane Harvey. My AT&T land line and internet service went down for about 4 days. Since it came back, I am unable to connect. The message I get is ERR_CONNECTION_TIMED_OUT. I have tried all of the suggestions sent to me by the customer service representative with no success. We have two computers using the same wi-fi network and neither of these computers will connect. Is there a solution to this problem?

I renewed my 6 month subscription in June 2017. I have subscribed for years. The website still shows me as a "guest" without access to my files. I have called 4 times and will hold for as long as 22 minutes, but no one ever answers the damn phone.

Order Number [protected]
U.S. Discovery Membership $99.00
Tax $0.00
Total $99.00
Billing Address
9 Isabel Circle
Montpelier Vermont 05602
United States of America

I signed in for a 14 day free trial but before the time was even up, I was charged a huge fee of 131.00 on my debit card, meanwhile, it was supposed to be only 28 a month if I kept it. I have requested a refund and still not received my refund even the they said I would be refunded and gave me a confirmation number. I am quite dissatisfied with the service

Ancestry.com sent my results to someone other than myself and now refuses to provide them to me. They say the only way I can view them is to contact that person and ask them their sign in information. Giving it to me would be a violation of their rights. What about violating my rights by giving my DNA to someone else? They claim I asked them to do that but I can assure you I DID NOT!

I paid my money and did an Ancestry.com DNA test. The results were 74% Great Britain, 12 % Ireland and 14% other. My mother was full blood Choctaw American Indian and my father had some American Indian blood. The only way for these results is if I were adopted. I'm not, as I have my birth certificate. So, do they just take your money and make it up or is it a scam.

My name is Maria Volante and you have deducted money from my card without any notice or email, I would like a refund . you deducted 563.67 aed (145 usd) [protected]) on 27th July 2017 . They must give prior warning as it emptied my debit card. I would like to cancel the membership and have a full refund please. They said 14 day free trial but in fact not pre warning email or contact.

I will be monitoring this situation and if i dont get a reply will most surely give my reviews on other media.

with thanks

I canceled my subscription online in June. Then, the following month they billed me again. I tried to call to get them to fix the problem, but I got an automated menu of options that wasn't helpful and then I was disconnected by the automated system. I could find no way to email them about the problem on their website.

I want to have the money refunded that was charged after I had canceled online.

I purchased the World Explorer pack and when i went to go checkout it said an error had occurred. The subscription was not showing up on my ancestry profile and when i checked my bank account the transaction went through. I called ancestry about 10 times and they said that they couldn't cancel it because it was not in their system. I went forward to file a dispute with my bank and they haven't even responded to my bank. It's a shame because I was looking forward to this subscription but now i can't even use it.