23andMe Customer Service Issues

Hello team, I am reaching out concerning kit #50-5[redacted]-[redacted] (photo included). It was registered some time ago but never used. I believe it was registered under the name Kyrylo I. ([redacted]). Recently, we decided to use it and sent 2 kits to our office two weeks back (also purchased an extra one for a friend). We received results for the new friend's kit, but not for the old one (Kirill Yun). Since we don't recall the previous account details for Kirill Yun, we attempted to re-register the kit several times with no success. We then sent it to your office but didn't receive the results. They might have been sent to the old account. I am hopeful we can register the old kit under the new account to retrieve the results there. I would appreciate any assistance you can provide. Looking forward to your response. Best regards, Kate

I encountered issues with my sample processing. After being refunded for the first kit and receiving a second one, I faced the same problem again with being unable to process the sample. The lack of explanation on why my sample couldn't be tested or attempts to resolve the issue left me disappointed. I had recommended this service to friends and family based on the positive experience of my husband discovering new relatives after his test. However, receiving a letter stating the lab couldn't achieve satisfactory results on my second sample and declining further attempts was disheartening. Although I am now excluded from receiving another kit, a partial refund, excluding shipping and handling charges, was offered to me. I am seeking a refund under the name Sandy Winn.

Due to an error on your part, I have discovered a new brother. He found us on June 23rd, which also happens to be his 62nd birthday. My brothers and I have an interesting story that could be great for a '23andme' commercial. I'm Rosezel Allen, and you can contact me at [redacted]. Two of my brothers are in Biloxi, Mississippi, our father's hometown, another in Houston, and the youngest in Sacramento where our father is buried. Todd, my newly found brother, is from Eugene, Oregon, which is also my brother Stanley's middle name. It's a coincidence that Todd and my oldest brother, Micheal, share the same first name. Todd used to live in Sacramento as well. This is just a glimpse into our unique family story that unfolded due to your mistake. If you're interested, reach out, as I'd love for us all to meet. Our father passed away in [redacted], so Todd won't have the chance to meet him, but connecting with us is the closest he'll get. Thank you once again.

I ordered three kits, followed the instructions, and sent them out. I received the reports, but they were all inaccurate as I already have my DNA paperwork. Every report sent to me, my daughter, and my mother was false. We are not British, as claimed by the reports. It's disappointing that the company misleads people about their ancestry, making them believe they are of British and European descent. I will be sending a copy of the report to demonstrate the inaccuracies. It's a terrible thing to give false information to individuals who are already trying to discover their heritage and identity. Shame on the company for creating these deceitful reports and causing confusion. I hope others take note of this unfair practice.

I am concerned about the inaccuracies in the recent DNA reports I received for myself, my daughter, and my mother. Despite our known Cherokee heritage, the reports consistently show a very high percentage of British descent. When I called to address this, I was informed that Cherokee DNA cannot be traced, which is misleading. I am requesting a full refund for these incorrect reports. It is disheartening to think that there may be others affected by these inaccurate results. If this issue is not resolved satisfactorily, I will have no choice but to report this to the Better Business Bureau along with the correct findings.

I am experiencing two issues with my 23andMe account. I have been a member for at least a year. Recently, when my husband's granddaughter shared her ancestry results which differed from our beliefs, I decided to send in a kit for my husband, Salvatore Contino, and ever since then I have been having trouble accessing my own account. Despite signing in with my username and password, I am redirected to his account. However, the main reason I am reaching out is due to a concerning discovery. After discussing my results with family members, I found out that my first cousin, Rosanne Namm, opened a 23&Me account. When I checked my own account, she appeared as my half-sister. Given the complex nature of our DNA due to our grandparents being first cousins, I am now questioning the accuracy of the results. Is it possible to rerun the test for clarification? I would greatly appreciate your assistance in resolving these issues.

Dear Team, I was informed in September that a refund was processed due to my sample analysis failing twice. However, I have yet to receive the refund. Kindly assist in issuing the refund as previously arranged. Thank you. Hector Santemma

I have been waiting for two months for my results and I am getting impatient. The extraction process failed once, but this time it was successful. However, the progress is stuck on "Computation and report generation." The lack of customer feedback about what is happening during this stage is frustrating. I wonder why my results are not ready yet. It is possible that 23andMe is working as fast as possible, but I would appreciate some insight into why "Computation and report generation" is taking so long (4 days). Perhaps there are issues with the processing computer or server maintenance causing delays. I wish I could access the raw data before it is processed into the GUI. Consider this as either a complaint or important customer feedback. Providing more information during the waiting period could enhance customer satisfaction.

After sending my DNA sample to 23andMe, I spoke with two others who had also used their services. Within the first week of mailing my sample, both individuals warned me about potential delays and changing expected results dates. It seems that 23andMe might prioritize collecting fees and building hype over delivering timely results, given that they have adjusted the expected timeline twice already. These inconsistent delays have raised doubts in my mind about the reliability of their services. Moreover, the lack of response from 23andMe within the promised timeframe has led me to question their customer service. I am now requesting a refund for the DNA processing fee and the destruction of my sample. It is disappointing to see a company charging for services that they seem unable to fulfill.

Dear 23andMe Representative, I have been actively participating in the DNA Ancestry process from the beginning. My spouse, Cristina Celeste Bandarra Marques, was also involved, but she faced some challenges with English and did not engage in the additional research. Initially, when I expressed interest in upgrading to the Health option for a good deal during a research fill-out, my wife later received an offer for $69 to upgrade to Health in late December [redacted]. Despite attempts to pay with my Brazilian International Mastercard or PayPal linked to the same credit card, both methods were not accepted by 23andMe. While waiting for a similar $69 offer to upgrade my DNA to Health, I only received a $89 offer. Despite my ongoing interest in upgrading to Health, I have not been presented with the same offer. If it is still possible to extend the $69 deal for my Health upgrade, I would appreciate it. Sincerely, Mario Louzao Costa [redacted] 23andMe: 65-5[redacted]-[redacted]

A mix-up has occurred in Priscilla Van Der Decker's results report, which contains John VanDerDecker's information due to sharing the same email address: [redacted] In the reports, Priscilla was inconsistently referred to as both "Priscilla" and "John." The saliva tube bar codes are as follows: - Priscilla's: 53-6[redacted]-[redacted] - John's: 50-6[redacted]-[redacted] There was confusion about the genetic information provided, with Priscilla being instructed to read about carrying a trait without disease risk, but the report mentioned John having the Apoe4 variant associated with a higher risk of Alzheimer's disease. Please rectify this error promptly and send Priscilla's correct results at your earliest convenience. Thank you, John VDD

I received a 23andMe kit as a Christmas gift and mailed it in on January 2, [redacted]. In early February, I was asked to get a replacement kit, which led to some back-and-forth with customer service. I sent the second kit back on February 8, and it was acknowledged as received and sent for testing on February 11. However, recently, I got another email requesting yet another replacement kit. I am frustrated that what was meant to be a 3-5 week process has now stretched to nearly 3 months. I diligently followed the instructions and had to clarify my location to customer service as I'm in Canada, not the United States. This whole ordeal has been disappointing, and I hope someone will address my concerns.

I recently received testing from Invitae which identified two MSH6 variants, rs[redacted]57 and rs[redacted]88. When cross-referencing with my 23andMe report, I did not find any matching genes or markers for these variants. I am concerned about this discrepancy and would like to know if this is an issue with the sensitivity of the 23andMe testing. As a Ph.D. scientist, I am interested in discussing this further and understanding potential data analysis flaws. Please respond via email. Thank you.

On May 6th, [redacted], around 11:30 pm, I searched for Ancestry and found a page where I tried to order two DNA kits. Even though I entered the correct Visa number, the screen repeatedly showed it as invalid when I tried placing the order. Surprisingly, I recently noticed a pending charge of $[redacted] on my Visa statement from a company called 23forme, which I am not familiar with. After discovering that they also sell DNA kits, I realized there might have been a mix-up. I did not receive an email confirmation of the order, so I ended up ordering two DNA kits from the official Ancestry website over the phone for Mother's Day. I believe the initial order was not validated due to the Visa issue, and hence, the order was never truly placed. I am eager to get a refund for this transaction promptly. If there are any inquiries, please contact me at [redacted]. Kindly inform me about the refund process and timeline. Thank you, Tom O'Neil

Hello - I received a 23andMe kit as a gift, but I waited until I had health insurance before using it. After contesting a denial and successfully appealing, I now have coverage. Unfortunately, I recently discovered an expiration date on the test pack that I was unaware of. Is it possible to receive another kit? I can provide the barcode from the one I currently have if needed. Thank you, Jayne

My mother, Marilou, bought a kit for $[redacted] that arrived with saliva already in it, causing distress as my husband was battling cancer. Despite numerous attempts to contact customer service, we were met with unsatisfactory assistance. They asked for my elderly mother's missing confirmation number, which she did not jot down, leading to significant frustration and poor treatment for our family. Marilou Roybal purchased three kits and resides at [redacted] West [redacted] South West, Jordan, Utah, [redacted]. We have called multiple times over the past six months, amidst personal tragedy, only to face unhelpful service. Dealing with receiving a kit with pre-existing saliva has been repulsive. After enduring hold times and a failed manager transfer, being hung up on is the latest disappointment. We demand a resolution promptly, or we will seek outside assistance to address this matter. Marilou bought the kits totaling $[redacted] for her children - myself, Rebecca Roybal, and Rita Roybal, all of whom have faced similar mistreatment and wish for a swift resolution with the company's records in hand. Your cooperation in resolving this issue is greatly appreciated.

Dear 23 & Me, We are Athina and Sofia, two high school freshmen from NEST + m in Manhattan. We recently started a genealogy-themed club at our school due to our interest in genetics, how history influences the future, inherited traits, nature versus nurture, and personalized medicine based on genomes. Our club currently has 23 members, supervised by a dedicated biology teacher. Understanding one's DNA is crucial for feeling connected to ancestors and discovering shared traits with others. After using 23 & Me ourselves, we were amazed by the accuracy of the results and the potential life-changing impact. We want to introduce our classmates to these discoveries as well. Unfortunately, not all families can afford genetic testing, and some underestimate the significance of DNA in healthcare and psychology. As STEM students, we believe that DNA studies will shape our future careers. We ask if you would consider donating kits to our club to enrich our learning experience. Any support you can provide would be greatly valued. Thank you for your consideration. Best regards, Sofia K. and Athina R. NEST+m (PS [redacted]), NYC www.nestmk12.net

I purchased two kits, but unfortunately, I need to discard one due to a mistake made by my husband. I will be sending back my kit today. However, I encountered an issue with buying a replacement kit for my husband. Whenever I enter the credit card details, an error message pops up saying "Order Error. Please return to the billing section to try again." I tried multiple times with both the credit card and PayPal, but the problem persists, preventing me from purchasing a new kit. How can I resolve this issue so I can buy another kit for my husband? Also, once I am able to make the purchase, how can I update the kit number since the previous one was discarded? Thank you for your assistance. Sincerely, Hiromi Tajan.

I have encountered some inaccuracies on 23andMe. For example, one of my supposed 2nd cousins believes we may actually be fourth cousins based on our family's known history. The website suggests second cousins, but after thorough research, we have discovered it is more likely we are fourth cousins. Additionally, another match was labeled as the son of a cousin with misleading details. It seems their information is often inaccurate, suggesting relationships that are off by several generations or simply incorrect. I would appreciate it if these discrepancies could be corrected by 23andMe.

Hello. I bought a DNA and medical kit. I'm interested in why my DNA timeline keeps changing. It used to show Anatolian and Iranian, Caucasian & Mesopotamian. Recently, Anatolian disappeared, and today I noticed Iranian, Caucasian, and Mesopotamian is gone, too. However, those are still shown in my trace DNA in the Ancestry Composition section. My unassigned DNA score has slightly increased. Best regards, Anna L.