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1.4 200 Reviews

Ancestry Complaints Summary

17 Resolved
150 Unresolved
Our verdict: With Ancestry's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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4:31 pm EST

Ancestry Ancestry.com has fabulous data, but the web interface is terrible and the customer service is non-existent

Ancestry.com has fabulous data, but the web interface is terrible and the customer service is non-existent. Firefox is totally incompatible, despite their claims to the contrary, and no one ever answers an email, ever. Their customer service hours are geared towards people on the east coast, and even they had better not have a day job if they want any technical support. It is impossible to get through on a Saturday, so forget that. I hear lots of rumors that it is impossible to cancel, too, and that better not be true, because that is just what I am about to do.

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TA Jones
Launceston, AU
Feb 03, 2013 1:41 am EST

Old complaint, same problem. Why are all subscriptions set as default to auto-renewal when I (the customer) should be able to choose “auto-expire”? Ancestry.com certainly make it easy to set this OFF at the start. Worse is that you default to a 6 month renewal. What an arrogant assumption. What if I don’t like your service that much? Or what if you only want 1 or 2 months subscription.

This is a dishonest business model. You can hide behind your TC’s all you like but that has lost you a customer and hopefully 99 more as the saying goes. I really don’t want to have any more to do with your service, and I will discourage my friends and family from going anywhere near Ancestry.com, T Jones, Australia

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GenealogyJeff
Spanish Fork, US
Sep 03, 2011 2:49 pm EDT

Keith is right. You must have a cancellation number to be sure you cancelled. Otherwise... well, they'll charge you again. Calling and having Ancestry.com's service team provide you with the number is one way and definitely a safe way. But as long as you get the cancellation number, the web process is okay too... but you MUST keep going through the process until you get it. If you're not sure whether you got it, it's always best to phone customer service to double-check.

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Keith BURGE
Coffs Harbour, AU
Aug 27, 2011 3:11 am EDT

I completed the on line cancellation forms and the last one was a reason for cancellation. Then it wasn't cancelled. I recommend that you phone and CANCEL and get a receipt number. I was cancelling for a month or so whilst I was between jobs but now after this experience I will not rejoin or renew my subscription. Keith Burge, AUSTRALIA

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GenealogyJeff
Spanish Fork, US
Feb 27, 2011 7:42 pm EST

Easier to join than to cancel... I agree on that one. And I agree that it really shouldn't be that way.

As for the 800 number, I'm sorry you had difficulties getting through. Are they busy? Yes, they definitely are. It's a big company. Some times are busier than others, of course.

I personally prefer just canceling on the website anyways. It's easier and less of a hassle, in my opinion.

I know that some people don't have a good experience, but I've used it for a while and I love it. And I believe that if people know what they're getting into and how to work the system correctly (hence my links to that unofficial website www.familytreeshortcuts.com above), then anyone with a good disposition and a desire to really get into genealogy can have a positive experience.

Anyways, I hope that since you didn't have a good experience, you were able to cancel correctly and therefore don't have to worry about it anymore.

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GenealogyJeff
Spanish Fork, US
Feb 27, 2011 12:04 am EST

Their number is 1-800-Ancestry. It's at the bottom of all of their pages where it says "Contact Us: 1-800-Ancestry." Of course, there's an argument to be made as to whether they should place it at the top so that people don't miss it. If you take a few moments to look for things, you can usually find them. But if you're the impatient type, genealogy research probably isn't your thing anyways.

As for the cancellation process, I suspect that a majority of users don't have a problem. Still, when you're as big as Ancestry.com is, a small portion is still a LOT of customers. I agree that the cancellation process should be easier.

Just my thoughts...

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GenealogyJeff
Spanish Fork, US
Feb 25, 2011 6:12 pm EST

Sootane,
Fabulous data, yes. Problems with the interface, yes. But I have seen them make numerous changes (for the better) in just the last year. And I'm sorry you have problems with Firefox... though for me, I find that Ancestry.com runs much better on my Firefox browser than IE.

Since they are so huge, their customer service does get slammed from time to time. And you're right, their hours aren't very convenient for people who need to contact them in the evening . Don't ever reply to the automated emails because they're all "noreply" emails (read the fine print). Use this form instead: http://ancestry.custhelp.com/cgi-bin/ancestry.cfg/php/enduser/ask.php.

You can also use the help articles (see http://www.familytreeshortcuts.com/the-site/help-navigating-the-website/ for details on how to access and use them).

Oh, and while there are a lot of complaints about cancelling, it's actually a breeze if you actually follow through with all of the steps. See a video tutorial on how to (completely) cancel here: http://www.familytreeshortcuts.com/avoiding-issues/scam-exposed-here-cancel-and-you%e2%80%99re-good/

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5:40 pm EST
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Ancestry scam - both charges and info

I signed up for their service at $16.95 and was billed $155.00. I thought it was $16.95 total and only found out when the charge hit my account they bill for one year and it is non refundable. What make this worse is you cannot cancel the subsricption. How can a company bill you for an entire year but list the price as monthly? The data on their site is miniscule as far as my family tree is concerned and yet, our family history is documented. I was under the impression they had uploaded census and other public information. Nothing there at all. So, why would I pay them over $150 per year to post my family tree that I have worked hard to discover? They add nothing, give nothing, and charge an amount that to me is nothing more than a scam.

I want a refund for the 11 months I am not using them. Any way I can get my money back?
cecile.[protected]@sunnymore.com

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GenealogyJeff
Spanish Fork, US
Feb 25, 2011 6:04 pm EST

Cecile Marie--
Unfortunately, there isn't much you can do. You should have read the fine print (yes, I know that no one does, so I don't blame you, but Ancestry.com has the legal advantage now). I found a site that you might find helpful explaining everything, however:

About the annual subscription charged at once: http://www.familytreeshortcuts.com/avoiding-issues/subscription-costs-explained/

One thing you need to be aware of as well is that your subscription is probably set to automatically renew next year. Please take action to get it cancelled so that it does not renew. There's a nifty tutorial about how to cancel here: http://www.familytreeshortcuts.com/avoiding-issues/scam-exposed-here-cancel-and-you%e2%80%99re-good/

In the mean time, like I said, there's not much you can do. You can call in to Ancestry support, but you're likely too late to get a refund of any type. But since you have an account, you may as well use it! It appears you were having difficulties finding any records on the site (Ancestry.com actually has the most extensive online record database in the world), so check out these pages for help findnig records:
http://www.familytreeshortcuts.com/the-site/search-build-your-family-tree-learn-the-tips-here/
http://www.familytreeshortcuts.com/the-site/the-card-catalog-is-your-source-for-specific-records/

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Lisa Duvall
Quitman, US
Jan 25, 2011 1:03 am EST

http://lisaduvalltoday.com/
Refunds, Collections & Justice

Email: lisaduvall@att.net
Email me the details for proven results. I have the knowledge, experience and time.

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2:52 am EST
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Ancestry Information

Ancestry.com I just about quit looking at the website...the only info they have on my family appears to be what I have given them..and then these ###s want to charge me for it! Today I got a hint notification on myself...like they know more than I do ...

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GenealogyJeff
Spanish Fork, US
Feb 25, 2011 7:19 pm EST

Unfortunately, sometimes even Ancestry.com's massive databases aren't helpful for some people. You may be one of them. As for the hints, they're not always that great (though again, for some people, they are).

Have you tried advanced search or the card catalog yet? See this site for unofficial tutorials:
http://www.familytreeshortcuts.com/the-site/search-build-your-family-tree-learn-the-tips-here/
http://www.familytreeshortcuts.com/the-site/the-card-catalog-is-your-source-for-specific-records/

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9:04 am EDT
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Ancestry overcharge

signed up for $19.95 one year deal and was billed on credit card for $29.94. please cancel and credit my credit card immediately. thank you

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GenealogyJeff
Spanish Fork, US
Feb 25, 2011 8:00 pm EST

You need to call 1-800-Ancestry. That's their customer service line. If they really did erroneously overcharge you, they'll usually refund the amount (I'm not an employee of Ancestry.com, so don't quote me on that, but I've found that is often the case). If you don't want to deal with them and just want to avoid recurring charges, be sure to cancel. There's a tutorial at this site: http://www.familytreeshortcuts.com/avoiding-issues/scam-exposed-here-cancel-and-you%e2%80%99re-good/

Unfortunately, simply cancelling isn't going to get you a refund in this case, so I recommend talking to customer service.

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8:39 pm EDT
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Ancestry Billing

Good luck trying to get them to stop billing you. You have to call 1-800 and plead your case to a customer service rep. If you are lucky they will stop charging your credit card or billing you. The call has to be made at a certain time of day, day of the week, and a certain number of days before expiration of current billing period. The service itself is pretty good. It's just such a pain to cancel, worse than AOL, that I would not consider re-subscribing and cannot recommend the service. You should be able to cancel from the Web site.

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GenealogyJeff
Spanish Fork, US
Feb 25, 2011 7:50 pm EST

Actually, you can cancel using the website. A lot of people don't know how (or they do it wrong), so this site made a video tutorial about how to do it. The key is getting a 7-digit cancellation number. If you do it correctly, this it's really pain-free.
http://www.familytreeshortcuts.com/avoiding-issues/scam-exposed-here-cancel-and-you%e2%80%99re-good/

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5:49 am EST
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Ancestry Impossible cancellation of a registered guest

After several failed attempts to unsubscribe from all of Amncestry.com newsletters and emails, I complained to the Custeomer Service, asking them for help and asking contextually to cancel my account from all of their databases.

They answered me telling me that:

1) that I was placed in their "Do Not Contact List", which should mean that I shouldn't receive any new email from them

2) Surprisingly, they told me that for "Registered Guest accounts (...) there is not an established method to cancel these accounts. When you have concluded using your Registered Guest account, simply discontinue your use".

My complaints refer to:

A) I do still receive emails from them. Date of my complaint to Ancestry.com 02/16/2010, Date of their answer: 02/18/2010, date of the last Newsletter I received from them 03/02/2010 - which means AFTER being included in the "do not contact list".

B) I want to be cancelled from whatever ancestry.com database. I cannot believe that I am not able to cancel my profile, even if this is a free "Registered Guest Account". This shouldn't be possible in any Privacy policy.

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utka
, US
Jun 06, 2016 4:36 pm EDT
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I tried to cancel my guest account but this is impossible. Very chip trick! Ancestry.com is chip, lying, low profile money sucking “company”. I tried to call but there is answering “too many calls”. Sure! The website doesn’t give any option to cancel account. There is no option at all. All they need to suck your money and no escape. I will do everything possible on all websites to tell about my experience.

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GenealogyJeff
Spanish Fork, US
Feb 25, 2011 7:12 pm EST

Click My Account at the top of the screen, and update your email address to be something non-existant. I imagine this should fix your problem.

Another user had a similar complaint about the removal of personal information due to this policy. See my response at Ancestry.com — deleting account for more details on that.

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5:37 pm EST
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Ancestry money taken out of credit card

I tried to get my husbands birth certificate through Vital Check but they were asking me to get some paperwork notorized and fax things over to them. I decided to cancel the order, it said it was not complete if I didn't do the notorizing and faxing. The next day they took $12 out of my credit card for no reason. They are very deceitful! Can you imagine how many people they take $12 out of their account for no good reason?! -Laura

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GenealogyJeff
Spanish Fork, US
Feb 25, 2011 7:54 pm EST

It's important to recognize that Ancestry.com has nothing to do with retrieving actual birth certificates. All they do is refer you to companies that can do it (Vital Check in your case?). If you have a problem with the service, complain about the company that's providing the service, not about the company that referred you to them.

In any case, did you know that you can get birth certificates directly from the government? Check with your state (or in my case, the county) where it was originally registered. You can get copies of certificates, and it's always cheaper than going through 3rd parties (though admittedly not as convenient if you happen to live on the opposite side of the country).

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6:37 am EST
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Ancestry Recurring charges not clearly marked

After finding that when I signed up for a month of service, that the service continued to be billed monthly, I called and asked if the website clearly marks it as a recurring charge. I was told that there is an asterisk and you have to follow it to the bottom of the page to find out that information. We consumers need to let companies know that it is not acceptable to hide details from us! Recurring charges should be CLEARLY MARKED. Time flies during the holidays and I had not checked my credit card statements so I had not seen the recurring bill. They refunded me only the last month. Because I had paid for at least another month of service that I did not use because I did not know that I had it (thinking I had paid only for 1 month), I asked if they could give me a free month of service. They said they could not because they had given me a refund of the last month I had not used the service.

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GenealogyJeff
Spanish Fork, US
Feb 25, 2011 7:56 pm EST

So sorry that you missed that. Actually, there are a handful of places that it mentions recurring charges, but as you mentioned, they're pretty much all in the print. There's a site that explains differnt issues like this in more detail and explain how to avoid the problems that so many people face with Ancestry.com:
http://www.familytreeshortcuts.com/avoiding-issues/

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8:32 pm EDT
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Ancestry unauthorized charges

These people continuous charge your credit card without authorization after you join. I strongly suggest you do not join this site. It is not worth it. If anyone else used you credit card without your consent it would be FRAUD. They should be stopped!

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Samuel
, US
Jan 31, 2009 11:42 am EST

The company may operate using several names. When purchasing certain copies of Family Tree they will offer a free three month to one year subscription of their service. You will be asked for a credit card in order to validate the 'free' service. Once they get your number they will then charge you in the future for subscription service. My charge was $163.17. I never received a notice and did not know about the charge until I received my credit card statement.

The company telephones are open a limited number of hours and even then after repeated calls I was always told there would be a 'nine minute wait'. The internet site they have will not let you delete the credit card number from their files. The site will also say that it is too late to cancel the subscription as more than 7 days have passed since the charge date.This is the second time in my life I have been ripped off like this. When will I learn?

In the other instance I filed a complaint with the FTC about a $29.95 charge that was made to my credit card on a 'continuing basis' without my knowledge. The FTC was able to recover $26.00 for me on that case. This company just has to have oen of the worst customer relations programs in existence. They are out to rip you off. Don't accept their 'free' services.

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GenealogyJeff
Spanish Fork, US
Feb 25, 2011 6:35 pm EST

Actually, per the terms and conditions that you explicity agree to when you sign up, you actually do authorize them to keep charging your card. Of course, I agree that it is a little deceptive, but you can't call it fraud when you've given them legal permission.

I've found this site to be helpful. They endorse Ancestry.com, but they're not a part of it so you get Ancestry's fine print in layman's terms. They explain how to avoid most Ancestry.com complaints, and they explain how to completely cancel your account so you don't keep getting charged. http://www.familytreeshortcuts.com/avoiding-issues/

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2:03 pm EST
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Ancestry scam

What an awful scam from a large US based company that preys on those interested in family history.
They offer a 14 day free trial. However they take your card details and then bill you if YOU dont cancel the free trila. The terms and conditions do say they will BUT who reads all the terms and conditions. That is what they work on-the assumption we dont read them. what a scam. They make MILLIONS $ and £'s in USA and UK and worldwide.
Anyone else ripped off by them?

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JOHN HALL
, US
Feb 06, 2017 10:23 am EST

Its time that an international police investigation was immediate because for 3 months AFTER i Cancelled my Account held for many years
and still they are extracting a monthly premium.
If I try and log in "BECAUSE I OBVIOUSLY HAVE AN ACCOUNT I am notified my E.Mail/Password is not recognised.
So phoning the Dublin Office Southern Ireland I was informed I had an account according to their records and thats why they have extracting MY MONEY OUT OF MY BANK ACCOUNT.
Strange how signing in on thev Ancestry Co Uk internet site I am advised that I do not have an account, yet today Leo in Dublin stated I do have an account showing and thats why they extract money monthly.
So having E.Mailed and cancelled in December 2016 they decided to not cancel but illegally extract money each month.
I will be pursuing the Chief Executive of Ancestry Co Uk and seek an immediate Police Authority investigation in Utah and Dublin

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Basil Whitfield
swinton mexborough, GB
Jan 31, 2010 2:27 am EST

paid special offer fee on *january 8 2010 money taken from my account but cannot access web site

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victoriana
Sunderland, GB
Oct 24, 2012 8:31 am EDT

i agree with the last complaint ancestry .co. are pulling a scam .i used the site only once when i signed up for the so called free trial didnt realise they would bill me without letting me know first not until i received my credit card statement and found i had been charged quite are large sum as i am a senior citizen (you you would think i should know better but you trust people who are advertised on television and have such a big profile .
i do hope no one else will be taken in by this firm as i was i have cancelled my subscription by phone tried to do it online but email address was not recognised

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laleswar singh
, IN
Jan 31, 2010 3:24 am EST

i have received an sms on my mobile that no. is [protected]. in this massage written that i had awarded one million pond from yahoo/msn contest held in london.

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3:31 pm EST

Ancestry credit card fraud

I was not satisfied in the services (ancestry.com) after a few months, and cancelled the subscription (i have the cancellation). they have continued to charge my credit card each month (shame on me for not noticing) for $29.95.

I phoned them, and was 'blown off' (they would not escalate my call). They gave me an address to send my complaint to

I would not reccomend this company to anyone.

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GenealogyJeff
Spanish Fork, US
Feb 25, 2011 7:22 pm EST

Did you get a 7-digit cancellation number? If you didn't, then you didn't finish the cancellation process. See this site for an (unofficial) tutorial on how to cancel: http://www.familytreeshortcuts.com/avoiding-issues/scam-exposed-here-cancel-and-you%e2%80%99re-good/

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8:29 am EST

Ancestry Incompetent administration

Ancestry swiped 83 pounds out my account under the guise of a subscription fee ( card not present transaction ) I haven't logged onto the site for six months and I deleted my direct debit to them from Barclays bank terminal. Yet they reinstated it with Barclays help. Ancestry agreed to refund it in 5 working days. Two weeks later the money has still not turned up and Ancestry said it may not be there for another week because they are having "problem" with their new payment system. ANCESTRY NOT ONLY DOCUMENT THE PAST, THEY'RE LIVING IN IT. In this modern age bank transactions can be made in one day. If your systems are failing go to plan B. It could be done quickly they just don't care or feel any moral responsibility fix there mistakes quickly. My advise is DON'T SUBSCRIBE TO ANCESTRY.CO.UK UNDER ANY CIRCUMSTANCES. They won't stop taking your money and they wont give it back.

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JoanElsie
, ZA
Aug 21, 2009 1:50 pm EDT

I have paid a sub for a year and have had hours of fun researching my family tree. I have been able to make contact with distant family members and have found family all over the UK. It has been a real treat. I dread when my year is up as I do not know if I will be able to afford another year. By then I hope to have done all I need, have all the addresses where my family lived, Then I, from South Africa, a brother from Australia and a brother from London are all going to meet in London and explore where the family all lived and get an ide of how they lived in those days gone by.

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Michael Young
Bateau Bay, AU
Apr 01, 2009 6:44 am EDT

Ancestry have told me they intend to renew my subscriptio if I don't cancel by the 8th April. I have gone into their website but there is no way one can cancel a subscription. They give you the steps to take but when you get into the website they are not there.
I feel frustrated and find it difficult to believe they would do this but the proof is in the pudding. I don't trust them at all.
Michael Young

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tony arnold
Telford, GB
Feb 26, 2009 3:28 am EST

yes i had the same experience recently. Didn't read the small print and was taken for a ride.
You take advantage of their 14 day offer and then lose interest and then find they are billing you and they cite the contractual terms that you nevere read! They must swindle millions worldwide. Am writing to my MP!

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12:22 am EDT

Ancestry Fraudulent charges

I was recently charged $155.40 by ancestry.com. Luckily I caught it before my bank authorized the charge and had it cancelled. This charge was made while no one able to access my account had access to computers. I was at work and my husband was caring for my sick child. I would never authorize an amount this large for something as silly as this.

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GenealogyJeff
Spanish Fork, US
Feb 25, 2011 6:25 pm EST

Have you had an account with Ancestry.com in the past? If so, you should know that generally such subscriptions automatically renew (which is in the terms and conditions). See this site for an explanation: http://www.familytreeshortcuts.com/avoiding-issues/subscriptions-automatically-renew/

In any case, they somehow got your credit card, and they definitely didn't go out looking for it (the BBB sure wouldn't give them an A+ if this were the case: http://www.bbb.org/utah/business-reviews/genealogists/ancestrycom-in-provo-ut-2003190).

Since it obviously wasn't your intent to subscribe, I'm glad that you caught it in time. It's never fun to find a random $155 charge on your card!

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1:37 pm EDT
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Ancestry Scam and fraud

There are many complaints regarding Ancestry.com and they are all valid as far as I am concerned. They attempted to use my credit card and extend my membership even though they had been instructed not to. They do this because as most people who have even had a membership with Ancestry will tell you they don't have any information other web sites don't have and the other web sites are free or at least won't take it apon themselves to extend a membership. If you ever do a search on Ancestry you will see that most of their information is taken from Census reports that are available everywhere. That's why they extend your membership, they hope you won't notice and they have such a dramatic fall out rate that they try to swindle people. Do not under any circumstances give them your credit card number unless you have a credit card company that believes you and not them. The credit card companies want that money too. Ancestry will take you to the cleaners if you allow them to.

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AI001
AKL, NZ
Mar 03, 2022 10:15 pm EST

I have 100% proof of evidence of my German heritage going back generations with birth certificates, names, etc. Generations. Ancestry.com returned a result with 0% (ZERO!) of German or even any Western European descent. How the hell can that be!? They refuse to provide a refund back. They suggest, to get a blood relative's test done--I say, great, give me a free DNA test and I'll test a blood relative. Said, I have to freaking pay for another test! So, even to lodge a complaint about a faulty test, I have to PAY extra money for ANOTHER DNA test with them (I already have 0% trust in their first result!). What a freaking rip-off!

P.S. Also, they charged me for a subscription when I just ordered a DNA test...

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Bapu56
, US
Feb 20, 2021 7:07 pm EST

Ancestry scam, no refund, no reply to mails, waiting period on the phone when calling their help line is about 1.5 hours. We have ordered 4 test set from ancestry.com, all were delivered within 3 month ! 3 of the sets were processed and the results were sent back after another 3 mont; however I got a mail saying that they could not process my samples and that I needed to get another test set. Strangely enough the link in the e mail lead to a new ordering page. After having this rectified by mail after some weeks I was send another test set 2 month later. I returned the sample just to receive another e mail that they couldn t process it again. I called their help line and had to wait for 1.5 hours (that s 90 minutes listening to music and announcements that one of the customer service associates will be with me shortly) I was told by that I cannot apply for a refund as the sets were ordered and pad by our son. I had to get our son to write to them and request a refund. Guess what: That was the last time they have shown any signs of life! No response to e mails, sent several ones asking for verification as our son had in the meantime requested a refund to his credit card. But nothing has happened since .. this was 6 month ago ! Sept 2020 to be exact. No reply to my latest e mail where I was asking for an urgent response.

DO NOT SIGN UPO WITH ANCESTRY >>>> THEY WON T HOLD THEIR PROMISES AND DO NOT REPLY TO YOUR MAILS !

Mike

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Kim Keinath
, US
Nov 25, 2020 6:50 pm EST

Ancestry charged my card twice for $199 for membership I never signed up for. To date they have not responded to my request for a refund. I can only hope they cancelled my account as requested. Don’t fall for their sappy ads.

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Jon Phillips
, US
Oct 16, 2018 5:25 pm EDT

Ancestry ripped me off. Billed me 5 months even though I was told it was one month free. Got no info on my fathers family nothing. Also dna test results 'you are of of European decent' yea no kidding not one dna match.

Promised me full refund, but never got it. Filing small claims court and ripping them on social media ...will get my $250 back you crooks.

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P.Scott
, US
Sep 27, 2018 5:29 pm EDT

I used to think Ancestry DNA was accurate. I did the DNA and was impressed with the results. It seemed believable to me. Recently I received an "update" from them... telling me my original sample was 'retested' or something, and most of the countries they said I was from are gone, and now morphed into just 2 regions. These don't seem plausible to me.
Save your money. They'll just make up something anyways!

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Bob Whele
, US
Aug 16, 2018 3:00 pm EDT

This website is a fraud. It seems links to "family members " are provided with very little validity in hopes of attracting people to pay fees and keep them engaged to pay even more fees. A waste of time and money.

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Brian Ketcham
, US
Jun 24, 2018 2:52 pm EDT

Ancestry.com. Is it a scam?
I have been trying to write my biography over the last decade. One missing piece is my ancestry. I have subscribed to Andestry.com for more than three years (at a cost of more than $850). However, I have made little progress tracing my ancestry. My wife has Parkinson’s and dementia and requires most of my time. So, I approached Andestry.com because they advertise that they can do this work for me. They wanted $5, 000 to produce a history and promised both a Family Tree as well as a summary describing their findings (They provided me with a copy of the “Davis Family Story” implying that is what I would get for $5, 000). After months they provided a draft work in progress and finally on March 7, 2018 a final Family Tree along with a 5-page summary of their work and a “Research Journal” with considerable detail of what I expected Ancestry.com to summarize. The Family Tree was incomplete and followed the lives of people (however related) I had never heard of. A total waste of time. The summary was not only wrong and disjointed, it too was largely useless (and nothing like the “David Family Story”). I had several conference calls with Ancestry.com staff regarding their poor work. They promised to fix it but claimed they had no time left. Finally, they sent additional Family Trees, but they too were incomplete and needed a lot of detailed work. They promised to put together a proposal for completing the work that I was promised but did not deliver that at well. One problem was that all this work was done apparently by an “intern” who they probably paid $15 an hour. Ancestry.com pocketed the remailing $110 per hour. So, for $5, 000 I got $600 worth of work (plus $4, 400 overhead?). Clearly, I have been cheated. I write this as a warning to others thinking Ancestry.com can be of any help. And now I am left to do the work that I have paid for with the little time I have away from my wife. Brian Ketcham, Brooklyn, NY.

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Larisey Jarrett
, US
May 13, 2018 9:43 pm EDT

ANC*ANCESTRY.COM has been charging me $99.00 every six months since Oct 2014. That 99X8 = $792.00. I did not knowingly signup for this subscription...yet it happened to me. I have had to cancel my "subscription" with ancestry.com and cancel my credit card because it has been compromised. If there is a lawyer who wants to sue ancestry.com, I will give you my case and only take $792.00 and you can keep whatever you can get out of ancestry.com for damaging my credit rating and committing a fraudulent charge to it's customer. Ancestry.com is a dirty company. I want my money returned to me. I sent them an email at fraud@ancestry.com but have not heard from them.

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Larisey Jarrett
, US
Jun 18, 2018 1:42 pm EDT

See my above reply.

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DWS333
, US
Apr 29, 2018 7:27 pm EDT

Ancestry.com gave me two different DNA. I have one DNA kit saying that these are my results and another DNA kit saying that's it perfectly normal that I am looking at two different DNA test. Also because I have certain list or regions of Africa that makes me an automatic match to Virginia where Africans were taken and were enslaved. That's where my DNA ends nothing else. I have received racist remarks from Ancestry.com and a brush off like as it their mistakes are my mistake. DNA does not change as their site says but two different test saying different things. They do not have provide or have enough info.

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Hector2017
, US
Aug 11, 2017 9:35 am EDT

DECEPTIVE, FRAUDULENT enrollment! Beware!
Without my direct & explicit consent Ancestry.com automatically enrolled me in their Semi-annual World Explorer Membership

They did this by using the credit card number that I used to explicitly purchase the DNA kit

After buying their kit in the first week, they started bombarding me with multiple emails trying to sell additional kits, etc. I did not read all these emails or if I did, I probably barely glanced at them

In one of these emails in very small letters they informed me I had been subscribed to this club for free for 14 days AND IF I DON'T CANCEL at the end of 14 days they'll charge me a $158 fee
HOW DO I CANCEL A MEMBERSHIP I NEVER EXPLICITLY AGREED TO?

In order to generate steady cash flow, it seems that the business model of Ancestry. com counts on the fact that the typical person does not open all their email or if they do, do not read all fine print

THIS IS A SCAM!

ComplaintsBoard
I
4:50 am EDT

Ancestry Credit card fraud

This company is accessing accounts by stealing credit card numbers and billing unsuspecting individuals. I think complainants should file a class action lawsuit against this company or preferably individual lawsuits that drive these unscrupulous scoundrels out of business.

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annette lora
,
Sep 22, 2008 6:27 am EDT

they also are carching my accoount for something i did not ordered

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Aug 22, 2008 5:37 am EDT

AFTER I CANCELED MY SUBSCRIPTION WITH ANCESTRY.COM A CHARGE FROM MFI/MYFAMILY/ANCESTRY DEBITED MY ACCOUNT. I DON'T KNOW WHO THEY ARE. AND I DON'T APPRECIATE THEIR ACTIONS.

ComplaintsBoard
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8:54 pm EST

Ancestry Marketing Practices

Ancestry has made a business of selling peoples' family history back to them over the years. I have never liked their way of sucking researchers in with a little free information and then requiring payment for a subscription just when you think you are getting somewhere. Don't know how easy it is to use their 14 day "free trial" subscription and then get out of it but I would certainly never give them a credit card number to try out their trial offer. I have been able to get much better and quicker information over the last 30 years using Rootsweb mail lists and message boards. My latest complaint about Ancestry.com relates to their "free" installations in State Historical Societies. Here in Minnesota, you can do free searches in Ancestry.com databases at the History Center but cannot print out the results or save them to media. The screen does let you "share" your results by sending them to anyone via email. Since I wasn't about copy a lot of detailed census information by hand, I sent about 10 census page images to my own email address. The Ancestry.com screen showed that each one of the 10 was emailed successfully. When I got home, all 10 were in my email inbox. I was able to open the first four with no problem but when I tried to open the fifth, the Ancestry.com site said I couldn't see anymore unless I signed up for their 14 day "free trial." So all the time I spent at the History Center finding and sending the last six pages of information was lost. Ancestry.com should at least warn people after they send four emails to the same person or should not allow sending emails for History Center installations at all - just another example of their distasteful marketing tactics. It is interesting, but not surprising, that it is not easy to find anywhere on their site to make complaints.

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utka
, US
Jun 06, 2016 4:38 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Ancestry is FRAUD! Do not repeat my mistake, beware of this scam!

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GenealogyJeff
Spanish Fork, US
Feb 25, 2011 7:28 pm EST

Try sending an email using this form: http://ancestry.custhelp.com/cgi-bin/ancestry.cfg/php/enduser/ask.php

Just make sure that you label it a complaint and inform the reader that you want the complaint logged in their official complaint log (or whatever they may call it). Usually with companies like this, customer services reps can't do a lot, but they can send the complaint to someone else with more authority. Believe it or not, but some policies do get affected this way.

If you're interested in the free trial, just make sure you get it cancelled completely if you don't want it billed. There are unofficial tutorials on how to do this here: http://www.familytreeshortcuts.com/avoiding-issues/

ComplaintsBoard
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12:00 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Ancestry Credit card fraud!

I would like to complaint about MFI family ancestry. (aka ancestry.com) Just today, I found out that my credit card account have a pending transaction (on 2/5/2008) which I never made from MFI family ancestry. I have no idea how can they even come up with my credit card number to make the transaction. The amount of $109.95 is pending on my account. My account's credit had be deducted for the amount even it's temporary. The bank cannot do anything unless they cancel the transaction I cannot believe that they can just run the credit card without the verification and ruin people's life. This is really a bad company in business.

Read full review of Ancestry and 2 comments
Update by Anderson Cheung
Dec 14, 2013 8:46 pm EST

As I stated on my complain...I don't even know what this company is until I check my bank statement. How did I use my credit card for verification at their site in the first place?

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Beuce Jones
,
Feb 20, 2008 7:22 pm EST

Ancestry.com perperuates the worst in company mis conduct. They hide their continuous annual fees in the fine print; do not acknowledge legitimate cancellations of the charges; refuse to honestly discuss their misconduct; and in my latest confrontation, one of their representatives lied about making a refund.

When the disception was brought to their attention, the supervisor "excused the lie by stating that the representative did not have the authority to communicate the intended action nor make the refund. Indeed they never communciated any "mistake" and obviously continue to refuse refund the misappropriated charge and make no aplology for their action.

The representative even had the audacity to proclaim their unethical conduct is corporate policy.

These people are dangerous. Beware.

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frustratedsmartwoman
, US
Feb 11, 2008 9:40 pm EST

Anderson,

Like many internet sites, Ancestry.com has a free trial available. While the trial period is free, they generally ask for a credit card for verification and to begin billing you if you fail to cancel your account. There is nothing fraudulent about this and many, many, many other sites on the internet -as well as many other brick and mortar businesses - will begin billing after a trial period is expired. Be sure to always read the Signup pages carefully!

If you never gave them your credit card for a free trial then I would call your credit company because this is likely a case of theft. I don't think many large corporations are in the practice of randomly billing unknown credit cards and Ancestry.com seems to be fairly reputable. Someone may have stolen your credit # and billed it for themself!

ComplaintsBoard
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12:00 am EDT

Ancestry Bogus company

BEWARE! MY FAMILY ANCESTRY in UTAH, USA (BOGUS COMPANY) Somehow someone attempted to use my VISA card number by manually inserting my card numbers. Whom ever did this failed, but VISA thankfully caught it, called me and blocked my card. Who are these thieves? What is this bogus company? Why doesn't the FBI look into this fraud? Apparently their telephone number is [protected].

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James A
, US
Jul 18, 2011 8:21 pm EDT

BEWARE! MY FAMILY ANCESTRY in UTAH, USA (BOGUS COMPANY) Somehow someone attempted to use my VISA card number by manually inserting my card numbers. Whom ever did this failed, but VISA thankfully caught it, called me and blocked my card. Who are these thieves? What is this bogus company? Why doesn't the FBI look into this fraud?

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Jason
,
Sep 11, 2008 9:31 pm EDT

The reason you see fraudulent charges to Ancestry sites is this:

Somebody has obtained your credit card information, and to use this information to the fullest they also need your mother's maiden name.

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Thomas Mason Jr.
,
Nov 02, 2007 1:33 pm EDT

My Family Ancestry fraudulently charged my credit card for nearly 110$. Fortunately my credit card company called me before it appeared on my credit card statement and are investigating the charge. My Family Ancestry has a website at www.ancestry.com. Their website and business should be shut down for fraud, plain and simple.

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Anonymous
,
Sep 17, 2007 9:13 am EDT

I also just got a call from my credit card issuing bank notifying me that "my family ancestry" has billed me 29$ and then immediately after that, another 119$. I am filing a fraud claim and hopefully they will lose their merchant accrediation soon, or face legal pressure.

ComplaintsBoard
M
12:00 am EST

Ancestry Ancestry.com charge after cancelation

Just received a statement from my husbands credit card company in which it shows a charge of £9.95 has been made to MFI Ancestry.

The only online ancestry company that I signed up to trial was Ancestry.com and this was cancelled before the end of the trial time (i.e.30th October) I received an e-mail from Ancestry.com confirming this has been cancelled and no charges would be made.

Who and where are MFI Ancestry.com and how can I contact them please.

margaret pottage
York
U.K

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Lisa Victoia Farbrother
, US
Jul 23, 2023 12:12 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I cancelled my subscription on the day I subscribed they won't give me my money back they have put the cancellation date from today so I will get charged im not happy at all and won't be recommending them in the future they have kept my bank details on there system even though its been cancelled fuming !

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Kenripped off
BRAINTREE, US
Jul 11, 2023 3:41 pm EDT

Trying to cancel my account on [protected] message said 70+ minutes waiting time. This company has no customer service in my opinion.

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Thomas Pickrel
Silver Spring, MD 20904, US
Jun 18, 2023 3:37 am EDT

I've been trying for days to log in to the site. I keep getting Error Message 57 Captcha Challenge. I've tried logging i on Chrome, with and without going through my VPN. Same result.

Oddly, I CAN log in from my phone, but don't want that to be my only axccess.

What's going on?!

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Daniel Prunicki
, US
May 22, 2023 3:16 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I paid 129.71 on may4 - may8 for a six month subscription.. Now my profile states I am not a member.

Paid by withdrawal from my checking account at Old National Bank

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When doves cry
Paulsboro, US
Apr 15, 2023 6:05 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

It've been receiving death threats on ancestry dot com And on find a grave.

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John Merritt
, US
Apr 02, 2023 10:13 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Used the Android app for six weeks to update my ancestry information while out of town. When I got back home and brought Ancestry up on my desktop and laptop computers, I found the information I had been updating for six weeks was not applied to the Windows app. Big problem that needs to be addressed.

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Alara Miller
, US
Oct 10, 2022 6:36 am EDT

Hello,

I bought a DNA testing kit and sent in my sample. It's been a year and no results. I called the company and they were supposed to send out another kit. Haven't received a new kit. The activation number is: J5M-9H4Y-2J3K-9Z9P.

At this point, all I want is my money back.

Alara Miller

Alara_Miller@yahoo.com

[protected]

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ChristineHB
Fullerton, US
Sep 20, 2022 2:53 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

When I click a green leaf by a name, I no longer get the results or details in the center area of the page. This has occurred since the update. It WAS the details from Ancestery.com submitted by members. Now it is blank.

Christine Brown

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brett stephens
,
Oct 20, 2007 12:00 am EDT

steeling money from my credit card do not know who they even are

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Marco Antonio - Brazil
,
Sep 14, 2008 12:26 am EDT

Ancestry.com continue to create problems! I had just tryed to cancel my FREE TRIAL SUBSCRIPTION and the Ancestry.com Cancelation Page have a permanent ERROR (https://secure.ancestry.com/myaccount/cancelerror.aspx)!

Who can solve this OLD problem?

ComplaintsBoard
S
12:00 am EST

Ancestry Credit card fraud!

I have a complaint about MFI family ancestry. (Aka ancestry.com) The funny thing is I have NEVER heard of these people and would never pay through a web page to find out who my ancestors were. I could care less. I am a college student and do not have extra money to be spending on frivolous things such as this. I want to know who and how they got my credit card number and why in the world they would use it to find dead relatives? Why not buy something useful like food or electronics?

The amount of $35.79 has been charged twice to my account. I called my bank and they said that they cannot do anything until it posts to my account; yet, that money is STILL be deducted from my account. I do NOT have the extra money in my account to support this. However, I did do some searching and found multiple reports of credit card fraud involving MFI*myfamily/ancestry. How are these people allowed to remain in business? More importantly, what can I do to make these people pay for my troubles? Advise smb!

Sincerely,
Sarah.

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veronica laursen-allan (v.d. lance)
, US
Nov 12, 2018 3:39 pm EST
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at matches, email doesn't work. Can't enter any info in the context box.

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808 nice guy
, US
Sep 01, 2018 10:32 am EDT
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Acestory shipped my DNA kit by UPS to be delivered to USPS for delivery. I live in Hawaii and the shopping process will take over a month. UPS placed the DNA kit in a container then shipped it by container ship. They claimed there was a delay shipping. I purchased the kit on November 25 and now will not receive in time for Christmas.

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Rmarvit
, US
Sep 01, 2018 11:41 am EDT
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Did not receive my dna kit. Calls were hung up. Multiple requests to cancel account were given the run around.

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veronica laursen-allan (v.d. lance)
, US
Dec 26, 2016 9:11 am EST
Verified customer This comment was posted by a verified customer. Learn more

from v.m.laursen@gmail.com ... Re: emailing matches box doesn't work, I have an one-year membership for Canada.

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Laura Anne Dyer
,
Jun 20, 2007 12:00 am EDT

I viewed an Internet site a year ago that required a debit card to view information on the site. I did this and was charged 69.99. I thought this was very expensive as I only wanted to trace family members and the information was a 10 minute read! They have now debited my account another £79.95 a year later! What for I have not joined anything. My bank can't stop it as it is internet evolved.

Laura

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kelly abbott
,
Jul 04, 2007 12:00 am EDT

This company, who I've never heard of and have never dealt with, used my debit card number and charged 3 separate transactions against my account totaling $989.55. They claim to not be able to help me until the money clears my bank authorization.

Apparently it does not matter that you have never used their "services". The last place I used my debit card before these charges hit my account was a Chinese Food Restaurant. someone also tried to buy a laptop computer via Staples in the same time frame. I am assuming that my account was compromised at that time.

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Laura Ptaszek
,
May 17, 2007 12:00 am EDT

This company charged my credit card for a service that I did not request or even receive. I have never heard of Ancestry.com until the charge showed up on my bank account. Now I have seen many complaints about them. They took 109.00 dollars from my checking account.

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Pat
,
Oct 23, 2006 12:00 am EDT

I was asked to give my credit card number to view a MFI Ancestry programme and now find I have a debit on my card of over $100.00 what can I do as I am a pensioner of 68 years.

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Mary Ann Kunkel
,
Apr 24, 2007 12:00 am EDT

I was not aware of any think and did not give any one permission to Debit my account for any amount and I went to check my online account and notice that money was taking out so I called my bank and they told me who was doing this and I am filling a dispute about this with my bank.. Some one needs to be sued!

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Paul Falconer
,
Feb 21, 2007 12:00 am EST

Application was made to this website on January 15th 2007. Transaction number53649200. The number given on my credit card is800-262-3787 GBR. Credit card is Natwest Premier Private Banking. Number [protected]. I was not aware of the charge until I received my credit card statement.

Ancestry Customer Reviews Overview

Ancestry.com is a popular genealogy website that allows users to trace their family history and build their family tree. The website has received numerous positive reviews from users who have found it to be a valuable resource for discovering their ancestry.

One of the most praised aspects of Ancestry.com is its extensive database of records, which includes census records, birth and death certificates, military records, and more. Users have found that this database makes it easy to find information about their ancestors and build a comprehensive family tree.

Another positive aspect of Ancestry.com is its user-friendly interface. The website is easy to navigate, and users can quickly search for records and add information to their family tree. Additionally, Ancestry.com offers a variety of tools and resources to help users with their research, including tutorials and webinars.

Many users have also praised Ancestry.com's customer service, noting that the company is responsive and helpful when users have questions or issues with the website. The website also offers a variety of subscription options to fit different budgets and needs.

Overall, Ancestry.com has received overwhelmingly positive reviews from users who have found it to be a valuable resource for discovering their family history. With its extensive database, user-friendly interface, and helpful customer service, Ancestry.com is a top choice for anyone interested in tracing their ancestry.

Ancestry In-depth Review

Website Design and User Experience: The website design of Ancestry.com is clean and user-friendly, making it easy to navigate and find the information you need. The layout is intuitive, with clear menus and search options, ensuring a smooth user experience.

Database Size and Coverage: Ancestry.com boasts an extensive database with billions of records, covering a wide range of geographical locations and time periods. Whether you're searching for ancestors from Europe, Asia, or the Americas, you're likely to find valuable information to help you uncover your family history.

Research Tools and Features: Ancestry.com offers a plethora of research tools and features to assist users in their genealogical research. From advanced search filters to record hints and DNA matching, these tools provide valuable insights and help users make connections with their ancestors.

Membership Options and Pricing: Ancestry.com offers various membership options to suit different needs and budgets. From monthly subscriptions to annual plans, users can choose the option that best fits their requirements. While the pricing may seem a bit steep for some, the wealth of resources and features provided make it worth the investment for serious genealogists.

Customer Support and Assistance: Ancestry.com provides excellent customer support and assistance. Their support team is responsive and knowledgeable, ready to help users with any issues or questions they may have. Additionally, the website offers extensive FAQs, tutorials, and community forums where users can find answers and connect with fellow researchers.

Privacy and Security Measures: Ancestry.com takes privacy and security seriously. They have robust measures in place to protect user data and ensure the confidentiality of personal information. Users can feel confident that their sensitive data is safe and secure while using the platform.

Accuracy and Reliability of Results: Ancestry.com strives for accuracy and reliability in their results. While no genealogy website can guarantee 100% accuracy, Ancestry.com employs rigorous data verification processes and collaborates with reputable sources to provide users with reliable information. However, it's always recommended to cross-reference and verify findings through additional sources.

Community and Collaboration Features: Ancestry.com offers a vibrant community and collaboration features that allow users to connect with others who share their genealogical interests. Users can collaborate on family trees, share research findings, and even connect with distant relatives, enhancing the overall research experience.

Additional Resources and Educational Materials: Ancestry.com provides a wealth of additional resources and educational materials to help users in their genealogical journey. From informative articles and webinars to online courses and expert advice, users can expand their knowledge and improve their research skills.

Overall Rating and Recommendation: Ancestry.com is a highly recommended genealogy website that offers a comprehensive platform for researching family history. With its user-friendly design, vast database, powerful research tools, and supportive community, it provides an excellent experience for both beginners and experienced genealogists. While the pricing may be a consideration for some, the wealth of resources and features make it a worthwhile investment for those serious about uncovering their ancestral roots.

How to file a complaint about Ancestry?

Here is a guide on how to file a complaint against Ancestry on ComplaintsBoard.com:

1. Log in or create an account:
- If you already have an account, log in to your ComplaintsBoard.com account. If not, create a new account on the platform.

2. Navigating to the complaint form:
- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the title:
- Summarize the main issue you have with Ancestry in the 'Complaint Title' section.

4. Detailing the experience:
- Provide detailed information about your experience with Ancestry. Mention key areas of concern, any relevant transactions, steps taken to resolve the issue, the nature of the problem, and the personal impact.

5. Attaching supporting documents:
- Attach any additional supporting documents that can strengthen your complaint. Avoid including sensitive personal data.

6. Filing optional fields:
- Use the 'Claimed Loss' field to state any financial losses and the 'Desired Outcome' field to specify the resolution you are seeking.

7. Review before submission:
- Review your complaint for clarity, accuracy, and completeness before submitting it.

8. Submission process:
- Click the 'Submit' button to submit your complaint.

9. Post-Submission Actions:
- Regularly check for any responses or updates related to your complaint on ComplaintsBoard.com.

Ensure you follow these steps to effectively file a complaint against Ancestry on ComplaintsBoard.com.

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Use this comments board to leave complaints and reviews about Ancestry. Discuss the issues you have had with Ancestry and work with their customer service team to find a resolution.