Ancestry
reviews and complaints

When we make a message to someone in the messaging center on ancestry, they don't give a notice to the person to who we ask a question.

It's been a month that I try to reach a first cousin to have some answers and that person is not checking in often to check her messages on Ancestry. I called to suggest Ancestry that they should send an email to that person so she can have the info that she have a message to read on Ancestry. That is the way My Heritage is working and that is a good way.

So I don't understand that Ancestry don't want to send a notice by email. They have the possibility to do so because when we have a dna match to explore the send un a notice on our email adress.

Michel

I received several messages from a woman named Judy Braswell who was looking to find the DNA of her biological father. She messaged my daughters and me via different forms of communication, ancestry.com and facebook which I feel to be harassment. She claimed that through my daughters DNA she was a cousin once removed and believed that her biological father could have been my mothers father as well. She stated that it was public record that her father had two children, one of which was my mother, and his wife died and gave the children to his brother to raise. As far as I knew my mother was an only child and this information was a shock to me. She was saying that my grandmother was not my mothers biological mother. I have no idea how you could possibly find this information through public records since she was stating that the biological father handed the kids to his brother to raise, no legal adoption took place.

Regardless of all of this, which was too much information for me, I don't see how this type of communication is legal through your website. It is definitely a violation of my privacy.

I want to transfer ownership of our family tree to my sister, who is right now an editor and a paid member. She's done over a decade of work on our tree but wants to download a backup, and give a distant family member access to the non-public portions of the tree. She's uploaded historical genealogy records, linked a bunch of things, even traced back a branch of our family to the Pilgrims, almost 400 years ago! Recreating it would take her many, many years.

I tried resetting my password but no longer have access to that email account (and can't restore it). My Ancestry account is very very old and has been inactive for > 20 years.

I went to the support page, clicked through two levels of issues, but there was no way to contact Customer Support. I asked my question to the bot, receiving a link on how to reset passwords which wouldn't work for me. After I asked a third time, I was given an 800 number for further help.

Called that number, and was told that there was a special offer today only for people over 50. Thinking it might be a discount, I said yes. Instead was connected to LifeAlert recorded message that I could not break through to tell them I wanted Ancestry.com. Hung up.

Called again, same prompt, selected NO (#). Second offer, NO. There were NINE offers before someone came on the phone to ask which company I was trying to reach. I said "Ancestry.com," she responded that they weren't listed with them, and hung up. I AM FURIOUS! This is completely unacceptable that there is no accurate and direct customer service number on the website!

Googled "ancestry.com customer service phone number" and found a different number. Called it - automated service said it was Ancestry.com. Went through 3-4 layers of the phone tree to reach customer service only to be told there was at least a 30 minute hold time!

After about 5 minutes, recording offered to do a call back when someone was available. I selected the option, confirmed my number, then was disconnected. Received call back with live customer service rep in less than 5 minutes.

I explained I wanted to transfer our family tree to my sister's paid account since she does all of the research in the family and my account has been inactive for a very very long time. I stated that she could verify in any way (email, call, etc.) that she wanted the tree. Alternatively, I needed to reset my password and update my email account. Because I no longer have access to the email account on file (I last used that email probably 15 years ago) I couldn't change my password online and log in. I further explained that my Ancestry account is very, very old (20-25 years old).

He said he sent another email with a code to the email address on file, despite my reminding him I had no access to that email address. Then he said he could restore my account another way by confirming information. He asked my login name (again), my old billing name, the name of my tree, my own full name on the tree, and the billing zip code.

I answered everything but couldn't give him the zip code. I explained that I don't remember when I discontinued payment (and thus stopped updated billing zip code), it was sometime around 18-25 years ago and I had many, many billing addresses during those years because I moved & traveled a LOT throughout the US.

Back then, I used nearby PO Boxes, various mail forwarding services like Mailboxes Etc, or family members' addresses, as my mailing address, all of which were frequently in different cities/towns/zip codes . I might be able to figure out the many places I lived during those estimated seven years, but I cannot not determine the billing zip code for that period.

Customer Service rep said he could not restore the account by sending the code to my accurate & current email unless I could confirm that very, very old zip code. I explained again that I could not do that. I said goodbye and hung up, completely stuck.

My sister is the editor of the tree, but can't do some key things like download a backup file of the tree, and rename the tree (I had set it to a generic name). We are both worried that since my account is inactive, the tree may be deleted by Ancestry in the future. She's spent over a decade researching our family, linking to census and military records and other stuff, as well as uploading family and town historical genealogy records dating back to the 1860's. It would be devastating for both of us if we can't fix this.

I am a retired RN and also have a degree in science and am adopted. I did my DNA test here and found a match to my paternal family which reveled a huge lie that my biological mother has told me for over 30 years. It has been a sensitive subject as you could imagine. The results also suggested that my female cousin is 69% likely a 1/2 sibling and only 30% likely a 1st cousins, which very well could be true especially just learning that the my bio mother had hidden a lot of information and had lied to everyone over the years.

On 6/27/22 I contacted Ancestry about further understanding this 1/2 sibling match before I opened another scandal in the family and was told that Ancestry would do further testing to compare the match to verify if we were 1/2 sibs or 1st cousins. I spent a long time on the phone with the customer service rep who seemed very knowledgeable informative and helpful.I was so impressed and excited that I would be able to verify this information without calling into question my bio mothers history or shocking the family with the possible news. The customer rep informed me all about the testing and the process, even put me on hold and spoke with the "lab department". I was told an email would be sent for me to authorize the release of my information so the lab could process this request to do a specific comparison of my "1/2 sisters and my DNA" and it would be processed as soon as I retuned the email and would take about 3 days to do the testing. I called again 6/29/22 because I had not received the email yet and spoke with another rep who also confirmed this comparison test and reported that the request had not been sent for some reason but that she was doing it now and said that it would take a little while to get the email and then about 2 weeks to process the comparison because the lab was back logged. I then called 7/12/22 still not ever getting this authorization email for the comparison test and was told that maybe I was confused and or did not understand correctly because Ancestry does not do any test and there is no lab, never has been. I thought possibly that maybe I was speaking to the after hours call center so I called back on 7/13/22 tying to understand how this happened and then was told that they were are still running test and that my report was "not complete" and it would be "update shortly". She further explained that she could not see any of my information and that the only people there that could explain the genetics and probability of the 1/2 sib/1st cousin situation is Ancestry's Genealogy people and it would cost $3K to talk to them, once again more lies! Like with precious calls I asked to speak with a manager or supervisor and still no one could explain or excuse the lies I had been told. I do no not understand how any of the people are allowed to speak on the phone and how totally fraudulent their activity is! I completely fell for their lies waiting for an email authorization and excited to get informed about the comparison. Is this basic training to abuse your customers especially regarding very sensitive family situations?!? How sick and disturbed are these individuals toying with peoples emotions? This isn't a game! This is real life! It is completely unacceptable and criminal!This was not just a simple misunderstanding but an intentional malicious attempt to manipulate me about my DNA results that now has cost me my 30 year relationship with my biological maternal side!

I would hope these individuals will be investigated and fired. I am currently considering escalating this not only to the BBB, but to consumer support with the news stations as well as taking legal action again Ancestry and these individuals depending the outcome of this current complaint.

I was told multiple times by your customer support that ancestry DNA results indicate a 69% 1/2 sibling and that she is indeed my 1/2 sibling, I proceeded to speak with my cousin who then informed my biological mother and now my entire family has disowned me and accused me of making up insane lies and being unstable, which I am not nor has there ever been any doubt to call into question about my mental state. My family apparently called the police to have a "safety check" on me because she was so concerned that I must be delusional and suffering from a psychological breakdown so sever to imagine that my cousins were my sisters. My mother has cut off any communication with me after 30 years BECAUSE YOUR CUSTOMER REPS lied and manipulated the DNA information explanation to me insisting that my cousin is my 1/2 sibling. Thanks to Ancestry I have lost my maternal biological family forever!

I had previously inquired and spoke with the Pro Genealogists and was going to pay for their services after my DNA results came in and could collect family surnames and information. NOW, thanks to Ancestry my family has cut me off and I will never be able to get any information from my maternal side for the Pro Genealogists to do my family tree. I do not even know my grandmothers maiden name or any of that side of the family's surnames. It will also make it nearly impossible to trace my paternal side because again the surnames could be from either side and I do not know the paternal side at all.

Today, July 1, 2022, I was very disappointed and angry to view Ancestry's newest commercial, In it, people are encouraged to seek information on their ancestors during the 50's. Reference is made with pictures telling African Americans to seek information on their people doing the jitterbug and sitting on the front steps listening to Fats Domino. Reference is made with pictures telling white people to seek information on their ancestors who are coming back from war and a boy wearing a Revolutionary War costume awaiting his working dad.

African Americans served valiantly in all American wars and have always been hard workers in this country. As proud as I am of their additional vast contribution to music, that is not the only way we should be depicted. I am 75 and old enough to know stereotyping when I see it. Shame on you, Ancestry!

Other test I've take always show my Hispanic, and Asian heritage... But with ancestry it literally just says white and black... I know who my family an birth dad is cause my mom had me at young age he's the black side, but also his dad came from Spain, Portugal... I complained before and all they said was they don't go far back that much... But what much? This is only a generation ago? Other DNA test have this... Not only that but doesn't show my mom's Jewish history west asian, and Germanic Jewish... My family literally has a Jewish name... An y'all say you don't go far back? I've literally seen people get 1% Asian when that's nowhere near there generations... This is only a couple generations... It says I'm only 8% German when my grandma was poor an German didn't move around until war an y'all telling me I'm not German when all documents, her DNA, and name's are all German... I don't have all this on my tree cause I don't have that many records there's gaps... When doing ancient tests it says the Germanic family migrated from west Asia. Not only that but multiple parts of family came from Asia... your estimate is wrong... It shows in every other test but yours... I'd like a refund.. the test got stuck during the way an I had to order a new kit...in which because the wait... they said they'll do testing fast... If this was the results I get I would've said take ur time cause this isn't accurate at all... Because of this I can't find family... even my heritage said all this...

After paying for an Ancestry DNA test and getting the results, which includes an Ancestry DNA account, I signed up and paid for several years of a world membership and built several family trees, including several that were over 3,000 people strong. My relatives also had DNA tests through Ancestry, but never had a paid membership for building trees, etc. I manage their accounts. About six months ago, I had to cancel my world membership and at the time, Ancestry gave me no option but to also remove my DNA account as well. My relatives' DNA accounts remained intact, despite the fact that they had no paid membership. Today, I planned on purchasing another Ancestry account for myself, but while talking to the rep, I was told that there was no evidence that I had a DNA test through Ancestry and if I wanted it reinstated I'd have to buy another test. When I cancelled my account, I downloaded my GED filed (trees) and my DNA results, but the rep told me that I could not re-upload the DNA data -- I would have to buy another test. At very least, Ancestry should pay for a new test. BTW, I declined to reinstate my tree account.

I sent off for my kit and was told who my grandmother was before I even received the kit to submit my dna. I immediately felt the dna test would be a hoax, because how can they tell me the truth of anything if I have not yet submitted my dna?

My dna was submitted and the dark skinned part of the family was not recognized. I was given a list of relatives that my family tells me I am not related to. This whole experience has been a waste of time.

I also ran my dna through another company and the two results are not even similar. I deeply regret trusting what was supposed to be science.

I had an account with them years ago. I jumped on quickly to look at family information, and I start getting charged again. I quickly emailed them about this, and received nothing back. I have now cancelled again, and charged an additional fee for shutting it off. Huge scam

As far as my experience, pure fraud. Sent in sample kit and heard nothing from company for 2 months. They never even acknowledged receipt of kit. So after hearing nothing, I texted — you cannot phone this company. Treated very rudely n the text exchange, and was told there would be further charges. There were. I informed by text and email of that problem and asked for a full refund. Their response, as was with so many customers here, was to ignore my written notifications and instead add charges.

This is a matter for the Utah Attorney General's office, fraud division.

Did DNA test on 19/2/2021 and posted. In retrospect I was deeply disturbed to be asked my "Cisgender" in the questionaire - a term I very offensive as I was unaware I was assigned a gender at the time of my birth. Have asked Ancestry for cancellation and refund of DNA cost as it has not even left Australia. Pease note that consider myself very liberal but will not be renewing my Ancestry subsction in future

I have been a subscriber to Ancestry since your beginning, and I am very upset that all of my lineages now show icons for my family members as African American instead of Caucasian. I noticed it last year on my iPhone. Now my computer screens do the same.

Why would you change these icons without any regard to your customers? Why not give everyone their choice of which icons to use to accurately reflect their heritage. All charts that I print and all data that I show to family members is inaccurate because of your change.

It is appalling to me that Ancestry would do this!

I was charged $239.00 for a subscription on December 22nd. The charge was made on a debit card associated with my business, is not in my wallet, and is kept in the office safe, so it is not one I would EVER use for something like this, even by mistake.

I noticed it first week of January - I called and was summarily given the runaround by someone who could barely speak English. I confirmed my email and my ancestry.com account (which is STILL listed as a "guest" account - no membership! I purchased DNA kit in 2020 - through my debit card, different from the card that was charged Dec 22nd)

She confirms everything. Name, last four digits on card, etc.
Rude doesn't begin to cover it. I even asked what subscription was for $239.00 as it doesn't match anything listed on their website. She said that's your American Tax. I said WHAT? She said - "that is your stupid tax". She said it very fast and with a deliberate accent and snickered. I said "WHAT DID YOU SAY?" I said it with my former USMC DI voice. She must have sensed she went too far and said it was standard subscription with the taxes. She tried to get me off the phone. I refused.

She then said there would be a refund issued. I asked when. She said in a month or so. I said that was not acceptable. I asked for her name. She spelled it at first Titayna. I asked her to repeat it because she rattled it off very fast and some of the alphabet was not said as an English speaker would say it. Then it was Tinya. I repeated it back. She said, no, it was spelled TITNAYNA. (Yes - I wrote all this down) I asked again and she said NO, she wouldn't spell it again. SHe rattled off a confirmation number and disconnected.

I have tried REPEATEDLY to get back through to get answers. I get nothing.

So - a charge was made on a card I keep locked up, on an account that does NOT match my only login/email for ancestry. The charge does not match anything in their subscription fee charts - but they can't break that fee down, tell me what subscription, who has subscribed, what account or anything at all.

FRAUD WAS COMMITTED and they treated ME like a criminal?
NO. JUST - NO. Ancestry will have horrible word of mouth. Every person I ever encounter, at every opportunity, I will recount this nightmare.

Keep the $239.00 - it's worth it to retain the full narrative of this story.

The whole experience felt more like a Nigerian scam than dealing with a reputable company.
Never, Ever EVER AGAIN.

Canceled my account and followed the delete account information and followed up with the link code provided in a follow up email to confirm deletion of my account. The following year, even though ancestry confirmed my account would be gone in 30 days and I would no longer have access to the now deleted account, Ancestry.com charged me for another yearly subscription. Unauthorized.

Customer Service plays inept and useless. This third-rate scam of a company just keeps sucking your money off credit cards that you happen to use online and don't care about defrauding a customer. They just want the money. Most of the information they have, you can search online or at public libraries for free. Don't waste your time entering personal information on this pissant site.

you have deleted al the proven on my ancestors on 1/12/22 to make space for new information. you have also added new names to my tree and i don't known who these people are. the program is less customer friendly per usual. in the future i will only use you site for only data and keep my accurate file at WIKI TREE.

ANNE JELSON

I called Ancestry on January 10, 2022 around 6:30 pm, eventually talked with a rep named Anna. I had re-enrolled (on Jan. 10th after 6 pm) from years ago approximately 2003 was my last enrollment. I logged into the account and didn't see my past information. The system was requiring me to start from the beginning which I didn't want to do. My past history went back to the 1800's and I had hundreds of names in the system.

I called Ancestry and got Anna. I explained my situation in hopes that she could help me and would be able to retrieve my past history. Upon talking with her, it was obvious that she doesn't listen well. I explained myself several times and she kept over talking me. She put me on hold to do something and when she came back couldn't give me an answer. I told her that I want a refund, she told me to key in my parents names and grandparents name. She still wasn't able to retrieve any information, I told her that I want a refund. She told me that they don't give refunds, I said, "Why not, I haven't used your services." She puts me on hold again and comes back with a courtesy refund. I had to repeat myself to Anna several times and kept getting cut off.

My MAJOR COMPLAINT is this young lady, Anna's attitude. She didn't listen and kept cutting me off. I finally had to tell her that she doesn't listen and she over talks people. She was extremely unprofessional and the service that I received was AWFUL, AWFUL, AWFUL. I am not a person who complains but for the service that I received, I had to make a complaint.

Ancestry need to train and monitor the reps better than what they are. Anna is not representing Ancestry in a professional way. I am highly dissatisfied and disappointed. My name is Melissa Hill, email is [protected]@aol.com

I signed up for the All Access subscription because Ancestry.com had a great sale going on. It was a splurge. I really wanted to read the announcements and obituaries on Newspapers.com for relatives that died in the past 50-75 years. The header for the subscription says that the All Access account includes as one of its features, the use of Newspapers.com. After signing up and paying, I went to look up a 1963 obituary listed as being in Newspapers.com, only to be told I would need to purchase an additional subscription for Publisher Extra. Should have read the fine print, but why not just put it out there in the subscription description that Newspapers.com is offered in a limited format? The All Access subscription only allows access to "Historical Newspapers", that is, records preceding 1922. One would assume that in reading that Newspapers.com was included in the subscription that it was indeed included, not just a part of it. So, if you are searching the internet for any problems with this subscription prior to paying for it, please be forewarned that the site uses deceptive advertising. Also, there is no email address to file questions. You have to phone, text, or do a live chat (nobody answered the live chat).

They will not let you remove a credit card they are holding even if you owe nothing or have no repeating charges. They only option is to give them a new card.

Although the site has a Cancel Membership link, it seems that NO ONE is reacting to information entered in that area. Although the site lists a text option for cancelling membership, it is worthless in that each interfacing by text results in additional, different information be entered. I cancelled by the site form PRIOR TO the end date of my membership yet since Ancestry screwed up, it wasn't recorded so when I finally was able to cancel through the automated telephone method, THE ADDITIONAL CHARGES FOR A YEAR OF MEMBERSHIP WERE NOT REFUNDED. Avoid this site at your own hazard.

Ancestry is a fraudulent company... I sighed up to a 14 day free trial... Cancelled the next day... Was still billed for the month... Called them and had to argue with the cs rep for over an hour... He said they would credit my cc for the amount charged... Never happened... Filed a complaint with the ftc... It has been over a month and they still refuse to give my money back... They should be charged with fraud...