Ancestry.com Customer Service Issues

My spouse, P.P., has been a member of Ancestry.com for many years. Recently, she was automatically subscribed for a year at a price over $[redacted]. After calling customer service to address the issue and express dissatisfaction with the cost and the automatic renewal, the representative efficiently lowered the price. To avoid using a credit card that was previously compromised in an online scam, a different card was provided. Once this was done, my wife noticed she is now listed as a new member, causing her distress. It would be greatly appreciated if Ancestry could accurately reflect the number of years she has been a member. This slight adjustment would make her very happy, as Ancestry holds significant importance to her.

I entered a family twice by mistake. I want to combine the information into one file using Family Tree Maker [redacted]. The family details I want to transfer are: Josie Fina COLE married William James Buchanan MOORE. They have no siblings listed but prior generations include: - Josie Fina COLE's parents are James Washington COLE and Marwilla KING. Their siblings are Josie, James, Sarah, Frances, Nancy, Rena, Laura, Nora, Cole Samuel, and Mary. - James Washington COLE's parents are William Bennett Cole and Nancy Kerwin. Their siblings include James, Harrison, Tempereance, Fielden, Anne, Hartwell, John, Addison, Andrew, and a daughter Cole. - Nancy Kerwin's parents are Andrew Kerwin and Elizabeth ROSE, with siblings Nancy and Michael A Kerwin. - Marwilla (King) COLE's parents are Benjamin King and Elizabeth Elender Cole, with siblings Marwilla, Avery, Polley, George WA, Mary, John, Samuel, Pulchere, Ann, Elizabeth, Lucinda, Eleandor, and Benjamin. I attempted to merge the duplicates but encountered an error stating I couldn't merge direct relatives. I'm seeking guidance on the correct way to eliminate these duplicate entries. Thank you, Susan Yarbrough.

Hi, I'm reaching out regarding my DNA results. A while ago, my husband, John McGuire, received an email indicating that my results were ready. Unfortunately, we've misplaced my login credentials. John, who has his own Ancestry account, assisted with the process. I can be reached at [redacted], but communication might have been under his email [redacted] or even [redacted] We are seeking help to locate my DNA account and recover the necessary login information to access the results. Our shared address is [redacted] Lawton Avenue, Oakland CA [redacted]. Thank you for your support. Best, Isabel Izquierdo

Hi Ancestry Team, I attempted to reach you by phone without success, so I am now contacting you via email. I am facing an issue with my old email address that is no longer functional. Consequently, I am unable to reset my password as I cannot access the verification link. I have a new email address, [redacted], which I would like to link to my Ancestry account. However, I cannot recall the password I used to create the account. Can you update my email address and send the necessary link to the new email for me to proceed with password changes? If not, I may have to close my account and cancel my subscription paid with a Visa card ending in [redacted]. I appreciate your assistance on this matter. Sincerely, P. Swan

I have reached out to Ancestry multiple times regarding an issue with the [redacted] census for New Brunswick, Canada. The column for "Race" incorrectly has "(Native American)" added next to the transcription of "Native" for individuals born in New Brunswick. None of my ancestors in the census were Native American, and this misrepresentation could mislead researchers. I first raised this concern in August [redacted], and although some records were corrected, the mistake persists throughout the rest of the [redacted] census. The term "Native American" was not used at that time, and it is essential to rectify this error. I urge Ancestry to review the census entries where "Native" appears and address this gross inaccuracy promptly.

I completed a DNA test alongside my husband, following all instructions and sending them off simultaneously. While my husband received acknowledgment that his sample was received, information about his family tree, and notification of DNA extraction, I haven't received any updates about my test. Details: - Maiden Name: Pamela Sue West (Married Name: Saxton) - Birthdate: May 3, [redacted] - Address: [redacted] Three Stone Ln, Tomball, TX [redacted] - Phone: [redacted] - Email: [redacted] I'm confused by the lack of communication regarding my DNA test. Can someone please check the status of my sample and provide me with an update? I believe I should have received some information by now. Thank you, Pamela West Saxton

I wanted to share how exciting it has been exploring my family history. I discovered that my great-grandmother, Sina Higgins, is a lineal descendant of Thomas and Joseph Rogers from the Mayflower. We were amazed, but even more surprised to find out that my maternal grandmother, Edna Grace VanOrden, is a direct descendant of 17 French kings, with the most recent being Louis XI. Now, we jokingly refer to ourselves as princes and princesses. It has been a delightful and thrilling journey. Best regards, Edie Bonestell Dacy.

I am having trouble accessing my DNA results. When I tried to edit my account, it indicated that my email address was incorrect. I attempted to correct it, but it now says that the email address belongs to someone else. Additionally, it seems like I have inadvertently blocked people from contacting me, which I did not intend to do. My name is Cynthia Nielsen, also known as Cindy Nielsen. Previously, I could simply open the app and everything would load, but that no longer works. I am feeling quite frustrated with this issue. Please assist me in resolving this matter. My correct email address is [redacted] It is possible that someone with the same name is causing a conflict. Thank you for your assistance!

I am frustrated with Ancestry.com. I have had an account on and off for years, depending on my budget. Despite canceling before the renewal, it auto-renewed. I attempted to cancel online again, but it did not work. As far as I know, my account is still active. I have also tried to cancel by phone, but Ancestry seems unable to recognize my credit card. Please, I am requesting once more, kindly cancel my account and reimburse me.

I wanted to share how fascinated I am by the incredible history of my ancestors. I have ancestors who played significant roles in American history, such as Capt. John Morgan, Capt. James Morgan (the inspiration for the Capt. Morgan rum bottle), Daniel Morgan (a brigadier General for George Washington), and Elijah Hinsdale Burritt (an Atlas writer). Elihu Burritt could fluently learn languages within months and translated for the government while being a humble farmer. I recently discovered my connection to these historical figures, including the famous Daniel Boone. These revelations have left me feeling immensely proud. The historical connections to my Great Grandparents Henry Burritt and Nellie Morgan have sparked a newfound addiction to learning more about our family's past. The journey of uncovering these facts has been truly captivating for me. - Sent from Yahoo Mail on Android

This is the third time I am trying to get you to correct a serious mistake. Your company has listed me, Sandra W., and my husband as living in Lake Havasu, Arizona. We actually live in Henderson, Nevada. The person living in Arizona is his ex-wife, who unfortunately has the same name. However, you have my information and my husband's information linked to that address. I informed my husband, Al W., about this issue, and he suggested contacting our attorney since I have already brought this up three times, and it seems your systems are unable to make the correction. It is very upsetting, and you do not realize how much this situation has affected me emotionally. I recently discussed this with one of my doctors, and they advised taking legal action if the issue is not resolved, as it is impacting my mental and physical well-being. My psychiatrist and cardiologist are willing to testify in court if necessary. Please fix this immediately.

Our daughter unexpectedly received an Ancestry kit to uncover her ethnic background as she was adopted at birth. Having basic knowledge of her situation, we were surprised as our 3 children share the same birth mothers who are sisters, so genetic details are withheld for 3 years. Unfortunately, the birthfather, who has a criminal history, attempted to extort money from us. The boyfriend, responsible for analyzing the matches, has mistreated our daughter emotionally and physically. The birthfather has been in communication with the boyfriend via phone and email, bypassing our daughter. Legal measures have been taken and are being pursued against both individuals. Concerned for our family's safety, especially our youngest, who has special needs and has been verbally abused by the boyfriend, we urgently require access to all paperwork related to our minor daughter's genetic testing. We must cease and erase all match notifications immediately. Contact me promptly for further details so we can assist our daughter through this ordeal. Legal representation is secured to prevent unwanted visits, and local authorities, as well as federal agencies, have been informed for our protection. Medical support has been sought for our daughter's well-being.

I have been a member of ancestry.com since [redacted], and I've recently taken their DNA test. With over [redacted] close cousins and 59,[redacted] matches, I enjoy the site. However, I've noticed some users not doing proper research. Despite this, I recommend the site. I have discovered connections to the Washingtons through my DNA. I suggest creating special projects for subscribers related to famous families like the Washingtons, Jeffersons, or Franklins, similar to Family Tree DNA's projects. This concept could be a unique selling point and add value to the service. Thank you. Wayne E. R.

I'm experiencing trouble accessing a family tree member on Ancestry.com. When I click on their name, a message pops up saying the page is temporarily unavailable. I've been trying to view different family trees for over a week without success. Are there any known issues with the website? I've attempted to call Ancestry.com using various numbers listed on the site but haven't been able to reach anyone. How can I get help with this problem? Please contact me via email. Thank you, Richard E Richardson from Norfolk, NE. You can call me at [redacted]. I'm available at home most of the time. Also, in the past, I could chat with a live person. Has that service been discontinued?

I need to update my email address on my account from [redacted] to [redacted] However, my father's account is linked to my new email, and I can't access my own account. He doesn't have an email or internet access, so I manage his account. Recently, I activated my mother's account using my laptop, which now has my father listed as her manager after they divorced, making things complicated. How can I access both of their accounts on my laptop, especially since my father's account automatically logs in on ancestry.com? I've been unable to log into my account for months on my laptop but can access it on my cell phone. Any assistance would be appreciated.

As a longtime member of Ancestry, I need help navigating research for my family tree in online Philadelphia, PA records from [redacted] to [redacted]. I'm seeking information on whether my relatives rented or owned properties listed in Philadelphia addresses. I aim to uncover details about my great great grandfather, potentially leading to the name of my great great great grandfather. Despite knowing my great great grandparents' marriage in Philadelphia in [redacted] and the birth of their son in [redacted], I lack solid documentation crucial for ancestry research. I'm unsure where to search within Ancestry.com for such specific location-based research. Any guidance on how to delve into these areas would be highly appreciated as I strive to trace my family history back to the 1700s. Just a step away from that goal, yet it feels so distant. Thank you in advance! 😁

About five years ago, I had an account with Ancestry where I researched my father's line up to my great-great-grandparents. Despite my efforts, I couldn't find any information beyond the [redacted] census. I eventually cancelled my subscription, thinking I could still access my family tree later. Recently, when I tried to log back in with my old email address, I couldn't access my account. I attempted the 14-day free trial but encountered issues with my password. I've been trying to log in to check for new information about my mother's family but haven't had any success due to login problems.

I signed up for a 14-day trial but canceled it on the same day. However, when the trial ended, you charged my debit card $99 without my authorization. I spoke to Crystal on 11-15-[redacted] at 8:30 AM, and she confirmed that my subscription was canceled four hours earlier, but it would take three to five business days for the refund to process. This delay caused a fee due to insufficient funds in my account. The confirmation number is [redacted]73, and there is another transaction number #[redacted][redacted]. I am upset that the refund wasn't immediate, resulting in additional charges. The account is linked to [redacted] I expect a prompt refund, including reimbursement for the $13.50 overdraft fee incurred. During my last call, the representative was unhelpful and advised me to wait, which was frustrating. Thank you.

For months, I have been unable to synchronize my Family Tree Maker with Ancestry. After reaching out to Ancestry and Family Tree Maker for assistance, I received conflicting information blaming one another for the syncing issue. Despite being advised against syncing due to an orange warning in FTM, I wish to update the software without risking data loss. The outdated online Ancestry tree hinders my research, and many others likely face the same dilemma. When will this issue be resolved to ensure accurate data transfer between programs?

Ancestry has functioned well for several years without hitches. However, two days back, it suddenly crashed. My extensive Rice family tree vanished, including the Rice pictorial family tree with icons; most lineages, photos, and DNA disappeared. I had a private tree, but now I see that five trees contain my data erroneously. Attempting to locate my mother in the search function proved futile. Despite some scattered data findings, contacting Ancestry for help proved unfruitful. I am keen on restoring my system to a previous working state. Is it possible to revert the system to an earlier point when everything was functioning correctly? Otherwise, a significant amount of work, purchased DNA information, and more will be lost. Assistance is greatly appreciated.