Ancestry.com Customer Service Issues

Upon reviewing my initial test results, I have realized that they were more accurate. After gaining insight into my true ancestral history, I have discovered that my original test results, which indicated my ancestry from Spain along with other bloodline traces, such as Middle Eastern, Native American, Eastern African, and Indian, were correct. It is concerning that the recent changes in the results removed the Spanish traits, especially since it has been confirmed that my ancestors lived in Spain and the Iberian Peninsula. Given my family's background as Creole and Sephardic Jews, I kindly request a copy of my original test results. Receiving the accurate information is crucial to me, and I would greatly appreciate your assistance in providing me with the initial results.

1. I had less than 1% ancestry from the Benin region of Africa, but it no longer shows up in my most recent ethnicity results. I believe this change may be due to a refinement in the analysis. I previously spoke to an agent who mentioned it could date back to the 1700s. Could Ancestry.com provide a statement confirming my previous ancestry designation? It was a significant part of my long family history research. 2. I have identified Jewish ancestry, which aligns with the information I have about my 2x great-grandmother Rebecca Lindermann. With no living relatives to consult, I am curious to know more about the specific type of Jewish ancestry I possess. 3. I had a colleague, Debra Reynolds, take a DNA test to verify our shared connection to a common ancestor, Cicely, a prominent figure in Colonial Virginia. Despite having access to her match information through a free trial, we were not suggested as matches to each other. I noticed matches from our mutual line but had difficulty locating her as a researcher during her trial period. I wonder why we were not referred to each other as matches. My Ancestry login is BCloughHarpole. Thank you for any assistance.

On January 7, [redacted], I purchased 2 DNA+Traits Kits from Amazon.com. After following the instructions and sending back our samples, we were informed by Ancestry.com that our samples were not usable. They kindly sent us 2 replacement kits, which we decided to return for a refund instead. I printed and mailed the unopened kits back to Ancestry in Utah. Even after tracking the return and confirming its delivery on March 29, [redacted], we have not received our refund. Despite contacting Ancestry and Amazon multiple times, no resolution was reached due to the confusion of where to return the kits. I made several calls to Ancestry in July and was promised a refund, but it never arrived. I have now been advised to email [redacted] with all the provided information and screenshots.

I was a regular member some years ago. I've been trying without success to sign in to my account again. I traced the mail line back to the 1700s when the family name was frequently misspelled Taleford and never completely sorted out who was who. I certainly located a Randolphus Tailleford who was probably not a direct ancestor as he belonged to the Church of England, whereas all the others I found were nonconformists, Methodists, I think. I do not recall when I was actively using Ancestry, but from dated copies of the mind map I made, it was certainly in [redacted] or possibly earlier. Can you please find my original sign-on details? I have recently become interested in tracing relationships to various female members. My attempts to sign on recently have all failed. Kind regards, Nick T.

Good afternoon, My name is Kenneth Moresby-White, and I am reaching out because I am experiencing issues accessing my Ancestry.com account. Up until yesterday, I had access to my account, which included my DNA matches and linked trees, but I am now unable to open it. I also created a separate Ancestry account using the email address [redacted], where I downloaded a gedcom file. Since creating this new account, I have been unable to access my main account tied to the email [redacted] I did not delete my previous account, which is causing some confusion. I would appreciate any assistance you could provide to help me resolve this matter. Thank you.

Hello everyone. I wanted to bring to your attention an issue regarding Newspapers.com. Recently, I noticed that despite already paying for an add-on service, I was being asked to make additional payments just to access obituaries of my relatives. This change seems unfair, and I feel like I have been deceived. I am considering ending my subscription with them. Please pass along my feedback to them so that they are aware of this situation. This experience reflects poorly on Ancestry due to their association with Newspapers.com.

A few months ago, I signed up for a trial offer on ancestry.com. I recently noticed monthly charges on my PayPal account that I did not authorize. I cancelled the trial immediately. I am requesting a refund for all charges made without my consent totaling approximately $[redacted].50. The charges were deducted from my Bank of the West account linked to PayPal. Please process the refund to my PayPal account promptly. I am disappointed by the company's deceptive sales tactics and expect this matter to be resolved swiftly.

Hello, I submitted a sample a few months back, and recently discovered it was not registered. I've re-registered it as before. I received emails about the processing and was told I needed a new kit, which I've requested. Why did this occur? Could there have been a mix-up with my original sample? I have concerns and may try 23andMe instead. Kindly clarify the situation before I proceed.

I'd like to express my gratitude to you. Thanks to your home DNA test, my brother and I have connected. Both in our 70s, he was born during World War II. We are planning to meet in Oregon in May [redacted] when he visits from the UK. He has been searching for a long time, and I was unaware of his existence. A few years ago, I bought the DNA kit for myself, my children, and grandchildren as Christmas gifts. He only recently took the test. On July 4th, we were introduced to each other through your service.

I recently re-joined Ancestry a week ago, my member ID is #[redacted]76. I had previously been a member back in [redacted] but didn't use it for long. Unfortunately, I'm finding the site frustrating and lacking essential information. It seems like I'm doing all the work, and the results are not what I expected. Although the first representative I spoke to was helpful, my experience has declined since then. I will be receiving the kit on Monday but am grateful I only signed up for the three free months and didn't pay for the search services. The support I received from the last three representatives was unhelpful; they seemed lost, and the noise in the background was bothersome. An example of my frustration is when I searched for my maternal grandfather's marriage certificate, but the results were irrelevant, providing names and states that didn't match the input. I managed to find more information on "FamilySearch" in an hour for free than what I have found on Ancestry in several days. I regret to say that I won't be recommending your service; my experience has been truly disappointing.

Hello, I am reaching out because I noticed a recent charge for a membership that I had set up earlier this year. Unfortunately, I forgot to cancel my subscription. I have since canceled it today as I no longer require the service. During the holiday season, I am in need of the $[redacted].00 refund. Any assistance in processing this refund would be greatly appreciated. Thank you for your help, Leanna C.

I have unfortunately experienced fraud and identity theft, resulting in the loss of access to several important accounts such as my IG, Facebook, Amazon Prime, AncestryDNA, Gmail, Microsoft, and LifeLock. This situation has caused a significant disruption in my life as I am unable to access vital information. The added challenge of not having access to the associated email addresses or phone numbers has made resolving this issue even more complicated. I feel overwhelmed and unsure of the next steps to take in order to regain control and security over my accounts. This ordeal has taken a toll on me mentally, and I am seeking guidance on how to navigate through this challenging situation.

My father completed his kit with my assistance since he did not have a computer. Unfortunately, he passed away before I could create my own account. Now, when I try to use the kit for myself, his name is already logged in, and I can't change it to mine without losing the work I started under his name. I want to keep the family tree I've been working on but have my own name attached to it. I spoke with a representative for 30 minutes, but we couldn't resolve the issue, and I was advised to reach out to you for further assistance.

During my last renewal, I requested to cancel my ancestry account, but a payment was still processed, indicating that my account is still active. I want to officially confirm that I want my ancestry account closed and no further payments to be made through PayPal. Here are my billing and shipping details: Bill to: Jim van der Heyden [redacted] W Dradie Pasco, Washington [redacted] United States Ship to: Jim van der Heyden [redacted] W Dradie Pasco, Washington [redacted] United States Email: [redacted]

I have been a member of Ancestry.com for a long time. On August 6, [redacted], I ordered kit #[redacted]10, which is shown as an order on my account. I was informed that the results for this kit were ready, but I couldn't activate them. Ancestry sent me another kit, #[redacted]89, at no cost. The tracking shows it was received on November 29, [redacted], processed, and returned within two days. However, I have not been notified of its receipt by Ancestry. As the results should be due soon, I am unsure if the second kit reached Ancestry. I'm mostly concerned about its delivery status. Has it arrived at Ancestry around the first week of December, or is it lost? I understand the results might take some time, but I just want to confirm if the second kit was received. Thank you, Marjorie A. Waller.

A few years back, my wife used your services to investigate our family history. I recently discovered unauthorized charges on my credit card stating they were for ancestry renewals. My wife did not sign up for any memberships; it was a one-time purchase. Capital One Visa informed me that you charged $34 in July [redacted] and $44.95 on January 5, [redacted]. I need information on when my wife supposedly registered with you, the precise date, and the total amount withdrawn since then. I demand that you cease any further deductions from our account immediately. I have already informed Capital One to cancel my credit card. If you fail to cooperate, I will take legal action against your company. Today, I called and waited on hold for 20 minutes at 3:15 Eastern time.

I have been a loyal user of Ancestry.com for six years, using Microsoft Edge. However, in the last three days, I have encountered difficulty uploading pictures to the gallery. I reached out to Chat support, and Jullian suggested changing my browser, which is not a solution I am willing to consider. As everything was working fine until recently, I believe there may have been a change on Ancestry.com's end. I have thoroughly reviewed the terms of service and have not found any indication that Microsoft Edge is not supported. When signing up, I expected the service to function as it always has. Kindly address this issue promptly. Thank you.

On November 27, [redacted] (Black Friday), I made a direct purchase from Ancestry.com for 3 Ancestry DNA kits at a special discount price as shown on their website. The kits were meant to be Christmas gifts delivered by December 24th. I paid $74 each, which was supposed to be 50% off. I checked with my children on Christmas Eve, December 24th, to ensure they received their access emails. When I asked about their DNA results recently, they informed me they never received the swab kits. I am requesting the swab kits to be sent as I already paid for them. Their addresses are: Keesha Klingman [redacted] W McIver St Zebulon, NC [redacted] Erik Klingman [redacted] W Howard St Winona, MN [redacted] David Leadbetter mentioned that he contacted Ancestry.com and received his swab kit. Please inform me when I can expect the swabs to be sent. Thank you. Michelle Klingman

In January [redacted], I signed up for a 14-day free trial for ALL ACCESS. Despite this, I was immediately charged $50.00. When I contacted customer service, I was informed that nothing could be done and was advised to wait a month before trying the trial again. Today, when I visited the Ancestry site, I noticed that I was listed as a guest and remembered the previous conversation. Speaking with Ancestry support, they were unable to resolve my issue. I then decided to call Ancestry directly. After speaking with customer service initially, they were unable to assist and offered a free month instead. However, I simply wanted my account to be reverted back to the $20.00 per year membership I had for 15 years. When I requested to speak to a supervisor, I was initially told none were available. Despite this, I persisted and eventually spoke with a supervisor named Kevin. Although he addressed the $50.00 charge, he mentioned they no longer supported the membership I had. Kevin claimed an email had been sent a year ago regarding this change, but after checking my emails, I only found notifications about charges in February [redacted] and [redacted]. The entire situation has left me feeling confused and exhausted. Any assistance would be greatly appreciated. Thank you. - Tammy Thain, [redacted].

Since around February 1st, I have been repeatedly locked out of my account. I have purchased a membership for $[redacted], but I am unable to use it because Edge keeps locking me out and not accepting the new password it requests. I prefer to use Mozilla Firefox for my ancestry research because Ancestry works better with it than with Edge. Despite my numerous attempts to resolve this issue, Edge continues to interfere with my browsing experience on the Ancestry site, preventing me from scrolling properly. I have reached out to Ancestry about this problem, and while they promised a partial refund, I have yet to receive it. I am disappointed with the lack of assistance from customer service, as the representatives I have spoken to have been difficult to understand due to their accents. I am frustrated and considering reporting this situation to the Iowa Attorney General's office. I would appreciate any help in resolving this matter.