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Ancestry
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102 complaints
17 resolved 85 unresolved
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R
5:16 pm

Ancestry - Site Upgrade

They forcefully rolled out their new site today. Don't get me wrong, I love change - really I do. These changes, however, were not for the better - not even close. What were they thinking? What a disaster. It's UGLY, jumbled with useless crap I don't need to see constantly. It's MUCH harder to navigate, sources are placed in a way that it is difficult to copy/share, it's almost impossible to add a new person without jumping through hoops. I used to be able to edit a person with one click, now it takes 4-5 depending on what page I'm on. That is not a time saver. And I see that the same old garbage "hints" are still around. Like the one showing that my grandmother who was born in 1912 miraculously had 4 children born in 1851-1857 or the hint that shows my Uncle Ray (who is still alive and I just spoke with) and his wife (who died in 2013) as having died on the same day in 1963 (on the day their only son was born). Instead of completely revamping the look of the site, ancestry.com needs to focus on the information they are providing. If they want to be the best, they need to offer the best. And that ain't happening. They've made it quite clear they DO NOT CARE about their customers. While they do excel at, and continue to be, the greediest of all genealogy sites by buying up companies and databases, they don't have all of them yet. You can sign up for *several* other services for the same price of an Ancestry account. Don't waste your money on Ancestry.

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1 comment
J
Feb 03, 2016 5:07 am

I am in complete agreement . I cannot believe nearly TWENTY YEARS of work corrupted by useless information I don't need applied to my tree. With this new look roll out my entire tree is a mess of relationship names linked incorrectly, dates added and information missing, information that I painstakingly did due diligence and provence on, now distorted with a myriad of mistakes.. Ancestry showed a complete disregard for factual data personally created by the genealogist/ family historian.ME.! My family tree is no longer a relevant testimony to the years and years of work and yes monies paid by me. I too understand change but am utterly dismayed at the totally irrelevant crap that you have forced into my family lines. I cannot now share with family members because data is shown incorrectly. I will now do my best to remove my tree. Ancestry is no longer useful for the serious researcher with the changes happening without concern for factual SUBMITTED information now ending up as a mangled mess.OH and you pay for that privilege.. DONT.

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R
5:21 am

Ancestry - They provided only some general details

I recently used the website www.AncestrybyDNA.com and was disappointed that I wasted money. I paid and hoped to get real report about my ancestors. But the website provided some general details and it wasn’t what I really needed. I asked to return $120, which I have paid for the report, but the company hasn’t even reacted to my email. Don’t waste money for some general details, which you can find in the Internet.

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R
12:47 pm

Ancestry - DNA Test Results

Purchased 9/23/2015. Paid in full with credit card, via Amazon.com. Cannot file complaint with either company, due to computer hacker. Ancestry will not release the results or send email notification of findings. Require hard copy of the results, or full refund, including shipping cost. Packing slip not provided by either merchant.

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1 comment
S
Mar 01, 2016 2:30 pm

We submitted three kits for analysis at the end of January 2016. Today, March 1st, is the first time I received any information from Ancestry.com as to when the results will be ready, which they say will be in another 3-5 weeks. In their marketing/promotional materials, there is no disclosure that it will take up to three months to get a turn-around in the results. The materials lead the consumer to think that the results may be delivered within a couple of weeks. This is very poor customer service and I definitely could not recommend this service.

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R
7:52 pm

Ancestry - False/Misleading Free 14-day membership trial

I signed up for what I thought was a 14-day free trial on Ancestry.com. The company then deducted several hundred dollars on my credit card account, and claimed I signed up for a full annual account. There is no way I did this since I only intended to use the website for a couple days before a family reunion (during the 14 day trial). I feel as though they are committing blatant theft of unsuspecting customers! When I called to say I never signed up for this annual membership, they insisted this is what I selected (which I never would have done--if I'd been forced to choose, I would have chosen the least expensive option). I believe their website is fraudulent and auto-populates an annual membership without making it clear to people who think they are innocently signing up for a free 14-day trial. Customer service was TERRIBLE and the SUPERVISOR was surprisingly rude. Wouldn't even offer a partial refund. I'm completely disturbed by this company's business practices and customer service. Shame on them.

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1 comment
U
Jun 06, 2016 4:36 pm
Verified customer This comment was posted by a verified customer. Learn more

Ancestry is SCAM! Please do not repeat my mistake, do not open any account.This is fraud!

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O
3:19 pm
Verified customer This complaint was posted by a verified customer. Learn more

Ancestry - Ancestry website

This company is a total rip off. I took out what I thought to be a one month subscription in March 2015. It has came to light that they have continued to take money from my credit card every month for the past five months. I had been unaware of this and was shocked to see they had been doing this I rang the company and demanded my money back as they could check out that I had not used their service any time since the March. They have ref}used to refund me except for the last payment that came out as {a good will gesture}! I think that the advertising is totally misleading and I made the stupid mistake of not reading the terms and conditions. They are clearly hoping there are more fools like me who subscribe not realising the consequences.

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K
4:58 pm
Verified customer This complaint was posted by a verified customer. Learn more

Ancestry - poor product service received

Hi everyone. I have been writing a family history of our family, going back to England in the 1700s, but got stuck at that point.I purchsed the then latest version of Family Tree Maker, (At the time FTM 2012 Deluxe). The program recommended the use of Ancestry.com for research, so I joined up and paid a subscription. I suspect one of these companies owns the other.
I have foundAncestry.com useless for my purposes so far. They are very efficient at billing, (The money goes out on the day but no receipt is issued), but when I log in to search for information and look like getting somewhere, I run up against roadblocks. I get told I need to upgrade my membership, or I need to go to Ancestry.com.au or uk or somewhere else. When I go to these recommended sites, I am asked to upgrade membership status or rejoin that particular branch. When I click on a link, it takes me to some archive that requires extra payment. So far, i have not been able to download any useful information. Does anyone else have these problems? Can you recommend a genuine better research group that is user friendly and will really give me access to the information i need to finish my book in the few years left where I still possess all of my marbles? This outfit wth their offers of free trial membership and redirections to other payable sites within their organisation are rapidly driving me nuts!
HELP PLEASE!

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1 comment
R
Aug 02, 2017 3:40 pm
Verified customer This comment was posted by a verified customer. Learn more

I sent for DNA testing, but the results were disappointing. Their database has information mainly about Caucasian people, if you are of Asian (South Asian, Southeast Asian or Far Eastern) they tell you very little about your ancestors. I was told that I am 83% South Asian. That's all. The same answer can apply to nearly 2 billion people. So watch out. Their TV commercial are misleadingly enticing. I had the same experience as the person from New Zealand about being asked to upgrade or for extra payment, and going in circles.

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S
1:49 pm

Ancestry - Will not send an invoice or receipt

I have had a membership for a long time and have used it regularly for my work. I used to be able to email customer support if I had any problems and they would get back to me in a day or two with the answer. I need a copy of my monthly invoice so that I can turn it in to the company I work for as an expense. Customer Support had to email instructions on how to do that because unlike most sites, they don't email you a receipt. It was a little complicated but I got used to doing it every month. Recently they have made changes to their site trying to push more sales of software. In doing so, they removed the email contact for customer support and they removed the ability to print your purchase history (monthly invoice). I called the number for customer support since that is all they offer now, and they were no help. They just told me I was right, that feature was removed. They said they couldn't email me a receipt, I was just SOL. This was actually on my 2nd call to CS because the first rep hung up on me. Very bad customer service! These people on the phone don't know what they are doing, and do not know how to properly handle complaints they are about to get flooded with because Ancestry removed several important features to try to push more sales. I think they are going to find a lot of customers like me cancelling their membership because of this. Also after reading several other customer complaints, I fear they will try to keep billing my company credit card. It has to be illegal to refuse to offer a receipt for services charged.

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C
9:37 pm
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The complaint has been investigated and resolved to the customer’s satisfaction.

Ancestry - Charging credit card after cancellation

Found they have been charging my credit card for a year after cancellation. My fault as the card that was used originally is one that I don't use regularly. When I caught their error I of course called them but was on hold, like other complainants for an hour. Got a snippy representative asking for my cancellation reference number. When I said I didn't have it in front of me, she told me she couldn't help me, other than cancel now. When I said of course cancel AGAIN she asked if I wanted my reference number? This site is a scam! Don't use it. I will go through my credit card company. They aren't getting my hard earned money!

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1 comment
B
Jan 20, 2021 9:21 am
Verified customer This comment was posted by a verified customer. Learn more

At least you put a stop on them charging your card again. I wonder if Ancestry.com is a Mormon company like Globill because they have a long history of scamming people out of millions if not more each year. I am amazed that FTC and the UTAH Atty Gen have not launched investigations or filed class action lawsuits against companies like Ancestry.com They won't be getting my business. Ever. Period!

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P
9:05 am
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Ancestry - Unapproved charge

Over two years ago, I used ancestry.com to put together a family tree for my mother's side. I used the free trial, then paid for an additional month. I then cancelled, and never saw another charge. Out of the blue today, I had a $106 charge in my account! I called the company, and sat on hold for 30 minutes with no answer. I gave it a while and tried again, another 30 minutes later, and still NO answer! I will try once more, and then I will make a formal dispute with my bank.

How unfortunate.

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S
11:04 am
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Ancestry - Cyber-harassment by another user

I have an ongoing problem with Ancestry.com. I am a member of Ancestry.com, and I pay my
subscription fees for their genealogy service on a monthly basis. There is an unfortunate situation that has arisen concerning another individual who also belongs to this online
community. It is important to note that this person is a complete stranger to me.
My problem is that this user continually publishes content that reveals mypersonal identifiable information, without my permission. If that isn’t alarming enough, the posts often include defamatory and offensive statements about me and members of my family. Not only is this
content in clear violation of the Ancestry.com Terms and Conditions and Community Guidelines, it meets the definition of aggravated harassment in my home state.

The Ancestry.com terms and conditions state that: “No Ancestry member or visitor to the website
may: Post, transmit, or display anything that is illegal, threatening, harmful, abusive or otherwise
objectionable. For example, but not limited to, actions that are harassing, invasive of another's
privacy, degrading, defamatory, vulgar, hateful, libelous, fraudulent, obscene, pornographic, sexually explicit, hateful or racially or ethnically objectionable.”
I have documented the abuse to Ancestry.com in many emails to customer service over the last several months. I have provided screen shots that clearlyillustrate how the content violates their terms and conditions. Sometimes the content is removed only to be reposted again by the individual who is harassing me. Other times the content is edited to remove only my name, but leaves the degrading content and my identity as the sister of a certain deceased relative (this makes it very easy to determine who the subject is in the abusive statement). Sometimes the posts are not removed at all. Not only are these not acceptable solutions, but it requires me to constantly
monitor Ancestry.com for additional abusive content and to fight for itsremoval.
Their inability to provide a lasting resolution for this problem is extremely upsetting to me.
Every day that goes by puts me at greater risk for identity theft and causesadditional emotional distress from the cyber-harassment I am being subjected to. It is clear to me that this
individual has no intention of stopping. Ancestry.com should not allow their website to be used as a vehicle topursue or torment any individual. I want Ancestry.com to take immediate action to remove ALL of the abusive content that either names me directly or by inference. Additionally, because this has been an ongoing issue, and to prevent further abuse, I request that Ancestry.com terminate the account of the user who is harassing me.
For me, this is not a monetary issue, at this time. This problem has personal consequences that I
have not been able to get Ancestry.com to appreciate. That is why I am making this complaint.

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3 comments
K
Jul 10, 2014 1:27 pm
Verified customer This comment was posted by a verified customer. Learn more

Ancestry has a facebook page you can post complaints there as well.

K
Jul 10, 2014 1:11 pm
Verified customer This comment was posted by a verified customer. Learn more

I am having a similar situation. I did manager to get Ancestry to delete the offending posts but they have not addressed the offending party. A friend of mine is a attorney and I have been advised not to engage this person and record everything. Which i have.

S

ANCESTRY.COM IS A FRAUD. They charged me $200+ dollars without my consent using the credit card I used to pay them for previous services. I never purchased or received anything. They don't have a recording or a signature from my part that states my approval AND THEY WONT REFUND MY MONEY!

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J
Resolved
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Ancestry - Unable to Cancel Free Trial

The help page of this company states that one must click on a link to go to the "Subscription Options" page to cancel their membership, including being able to cancel the 7-day free trial. After clicking on that, there is nothing on that page AT ALL that allows the consumer to cancel anything. I have personally contacted Ancestry.com and told them about the complaints on this site where Ancestry.com was referenced and how this is bad business for them, and I was told that Archives.com is actually a subsidiary of Ancestry.com, just the welfare version of it. It was not until I was TRANSFERRED by Ancestry.com TO Archives.com that I was able to cancel this membership. Be very aware of whom you're dealing with. I did file a complaint with the FTC about this practice and I told the rep at Ancestry that I have done so. I also referred her to this site so she can read all of the complaints that are listed here. La'arni at Archives.com handled the call for me and cancelled the membership.

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S
12:42 pm

Ancestry - Ya, its great for the free storage, but beyond that the site is very useless

Ya, its great for the free storage, but beyond that the site is very useless. My mom tried to gift me a membership, and we sure learned quick this site is TERRIBLE. Customer service was either 15-30 min of holding, or they told you to call back the next day, and they did not fix the problems at all. It won't let my mom just purchase the account under mine because my name isn't on the credit card. The only reason I would suggest anyone to use this site is if they want to store and organize their ancestry work. Otherwise, the thing is useless and doesn't care at all about their customers.

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F
8:16 pm
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Ancestry - Scam on renewal

I received a renewal notice today by email. I looked for 20 minutes on the website under my account what I would be charged on renewal. There was no information found on what the renewal would be. So I call and customer service said they explained to me that they don't show the renewal price on the website and that is on purpose. So I asked what is going to be my renewal price. (knowing I signed up for a special program and wanted it to be confirmed the price I has signed up for) ANCESTRY.COM CAN NOT TELL ME WHAT MY RENEWAL IS GOING TO BE! The representative said they could charge me anything they wanted. That is the terms! ARE THEY CRAZY! I told them that I had signed up for a special promotion that I was told was going to continue. THEY WILL NOT HONOR what I signed up for. Unethical, misleading, vague, to rip off customers. What I really feel bad about is that they are obviously trying to take advantage of the older customers. I CANCELED MY MEMBERSHIP WITH PLEASURE.

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S
5:10 pm
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Ancestry - multiple charges

ancestry.com charged me $29.95 / month for more than a year and I didn't even use the service. I signed up for a trial membership for 30 days...this is a disgrace. How are they allowed to operate by law? This website is a total scam. I will report them on every site I can find!

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12:03 am
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Ancestry - expensive trail

I didnt read the fine print. Please, read the fine print. I just got charged $80 for a $12.95/mo trial deal - they charge you all at once. You can't get a refund because they say you need to cancel within 7 days - which is one week into the 2 week 'free' trial. Yeah, they saw me coming. Important: YOU MUST CALL TO CANCEL, otherwise they will still bill you later too. I thought i had cancelled but called to confirm, and sure enough had not.

The company made no effort to 'remind' me to cancel my subscription, which leads me to belive they are hoping you forget. I bounced a check because of this charge. Stupid me. Please dont fall for this too.

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K
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Ancestry - Did not cancel subscription

I am disappointed with ancestry.com because I wanted to cancel and when I went through the process on my account I ticked all the boxes and checked and submitted the cancellation. But it was not canceled. When I phoned today and explained the issue I was told I must have missed checking a box. I would not recommend ancestry dot com to my worst enemy. I consider in my experience that they provide totally poor service.

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1 comment

Poor service... well, yes... the cancellation process is a bit confusing. It's way too easy to think that you've cancelled when you really haven't. The sure-fire way to know whether you have is if you have a cancellation number -- I bet that asked if you had one, right? Of course, it's a great system as long as you know how to cancel correctly, such as is explained in this video: http://www.familytreeshortcuts.com/avoiding-issues/scam-exposed-here-cancel-and-you%E2%80%99re-good/

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L
4:59 pm
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

Ancestry.com has set out to scam the consumer. They offer you two weeks free. But, you must first give them your credit card and buy one month before you can try them out. When you find that they offer you nothing for your money. they will not refund you you the first month that you have paid for. Your two weeks free IS NOT FREE. After you have quit them...

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J
5:31 pm

Ancestry - Stay away

I logged a support request to Ancestry.ca back on February 2nd when I had trouble importing an old FTM file into FTM2011. I just got a response today February 11th! I have resolved the issue on my own but am very upset at their lack of customer service. Totally unacceptable.

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A
11:21 am

Ancestry - I did not request their services yet they charged me

Ancestry.com charged my credit card number for a service that I did not request or even received. I have never heard of Ancestry.com (MFI Family Ancestry) until the charge showed up on my bank account. Now I have seen many complaints about them. They took $ 109.00 from me. I want to know who and how they got my banking info?

I did do some searching and found multiple reports of credit card fraud involving Ancestry.com (MFI Family Ancestry). How are these people allowed to remain in business?

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2 comments
O
May 05, 2014 8:46 am
Verified customer This comment was posted by a verified customer. Learn more

I had the same thing happen to me and when I contacted Ancestry.com I was told that they couldn't do anything about my card being compromised and would not refund my money.

I do not know who MFI Family Ancestry is... I was not aware of Ancestry.com using this name. They have switched names in years past, but they've not used that one that I'm aware of. It sounds like it might be a company other than Ancestry.com.

In any case, if it is Ancestry.com then you should be able to call in and cancel for a refund. The only way that they could have gotten your credit card information is if someone put it in... so perhaps your card has been compromised and is being used by someone else. Ancestry.com is pretty good about returning money if it was due to fraud. Of course, the most important thing is to contact your card company and have them cancel your card if it has been compromised. They can also start a chargeback process for any charges you did not initiate. They also might be able to give more information about the company who charged that (whether it is Ancestry.com or another company).

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Y
9:27 pm
Verified customer This complaint was posted by a verified customer. Learn more

Ancestry - very poor customer service

'DNA provides deep ancestry and often relationship with others. It will not tell you who your father is" says ancestry.com:::...DUH...
I think ill go with a LESS INSENSITIVE company that answers your questions correctly and doesn't respond as if you are an idiot. I ASKED WHAT WILL IT TELL ME NOT WHAT IT WILL NOT TELL ME ..this is what I wrote back to the jerks at Ancestry.com. I wrote to this company to get an idea what a DNA test will tell me with no mothers or fathers DNA present . As bad as it is that I do not know who my father is for them to incorrectly answer my original question and write back in this way infuriated me. Thank goodness I didn't fork over my cc number for their free trial. I didn't bother to read their response either. They messed up in my book.

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2 comments
G
Dec 07, 2012 12:42 pm

Email to Ancestry. com: So you believe that we, the general public, aren't smart enough to figure out the implications of Y-DNA and mtDNA, so you drop this part of the testing and satisfy the masses with grouping genealogist with hobbyist. And by the way, if you plan to eliminated Y-DNA and the mtDNA aspect of testing, clean up the website and help files so you aren't misleading your costumers with bits of information that don't exist. I did send in a test and thought there was something wrong when I saw what seemed to be an incomplete test result. I called service and I was told that that was it. I thought it was strange for a company into real genealogy to expand a service not subtract from it.
Response: (Sort of) Dear Sir,
Thank you for contacting Ancestry.com regarding your feedback on the new autosomal DNA test.

We apologize for any frustration this issue may have caused and appreciate your feedback. We have forwarded your message on to our feedback department.

For information regarding additional methods of submitting feedback, please visit the following URL:
http://ancestry.custhelp.com/app/answers/detail/a_id/970/
If you need additional assistance, please feel free to reply to this message or contact us by phone at 1-800-ANCESTRY [protected]) from 10am to 10pm EST, Monday through Sunday. To date there was no response be the feedback department.

Yep. That was a rather poor way to handle your question. It drives me crazy when customer service reps don't actually answer my questions as well.

I'm not an expert with DNA, but I happen to know a geneticist whom I asked about things like this. If I remember correctly, DNA can be traced through a male line (your father, his father, his father, etc.) or through a female line (your mother, her mother, her mother, etc.). Ultimately, you'll find out countries where your ancestors came from (sometimes actual regions as well). But it's only going to be able to follow two branches of your tree, so it doesn't really give a whole picture. For some people, the DNA test is really helpful. But for others it's a complete waste of time.

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