Ancestry.com Customer Service Issues

I am attempting to obtain DNA from my great aunt. She has attempted twice and received notifications both times stating that the DNA could not be tested without any explanation. The third testing kit is en route to her, and as she lives far away from us and is in her eighties, I wish to provide her with telephone assistance. She has been very cooperative, but I am hoping to avoid inconveniencing her with another test. Is there a direct phone line she can use to receive guidance while conducting the test? Alternatively, could we discover what went wrong in the past to prevent a recurrence of the issue?

A few months back, I let my daughter use my credit card for your free trial. However, I've been getting charged $21.59 monthly, even after trying to cancel with no success. My credit card company has managed to stop two billings, but I've been charged again this month. Can you assist me in fixing this issue? My reference number is [redacted] UT.

I need assistance with my account sign-in. Initially, I tried to create a new account but was informed that my email address was already linked to an existing account. I do not recall when this account was established, possibly when I ordered paper information a few years ago. Unable to use my email, I attempted to use my husband's email. However, I encountered issues with entering his name for DNA profile setup as it only allowed for a child's name. This led to confusion with different email addresses and passwords. Please contact me at [redacted] to resolve this. Thank you. MaryLu Simpson

Hello, I'm Katerina from New Zealand. I made a purchase of a DNA test kit on November 30, [redacted], but it has not been delivered yet. The latest tracking information shows the parcel has been in transit since December 9, [redacted]. I reached out to New Zealand Post, and they confirmed that the parcel has not arrived in New Zealand. I also contacted USPS, but they are unable to track the package due to the "First class delivery" status and advised me to contact the sender. It appears the parcel may be lost somewhere in the US. My order number is [redacted]98, and the tracking number is LX[redacted]33US. Please advise if there is a way to locate the parcel. If the package is indeed lost, I would like a refund. Thank you, Katerina

I got a DNA kit last Christmas but can't recall the email and password I used, so I haven't received my results yet. I've tried reaching out before but couldn't remember the login details. Is there a way to access the results using just my name? Possible misspelling: homail instead of hotmail. Married name: Erica Loschiavo Maiden name: Erica Eaton

My username is "btedeschi24." My name is Bruce Tedeschi. I have been using an active DNA kit since at least May [redacted]. Recently, I am unable to access my ancestry information, family connections, messages, etc. Ancestry is prompting me to activate a kit, which I assume is the one I bought for my ex-wife, Stella Tedeschi, around Christmas of [redacted]. I am confused about this situation. If I am required to re-activate a kit I set up over 1.5 years ago, I have an issue because I no longer have the activation code. Thank you. Email provided below.

I recently noticed a charge of $19.99 on my personal debit card from ancestry.com, a service I have never used before. Upon checking my email, I discovered a message from ancestry.com requesting an update to my payment method. This was surprising as I had closed the Wells Fargo EasyPay card that was initially linked to my account months ago. I am requesting a refund not only due to these discrepancies but also because I never authorized any payments using this debit card on ancestry.com. I am prepared to take legal action if necessary to rectify this situation promptly.

I have multiple family trees in my account. Recently, I noticed that all my father's ancestors from the Faber-Greenberg family tree have disappeared while my mother's side remains intact. I recreated his branch in a new tree named Faber family tree. Strangely, as I enter my father's ancestors in the new tree, I receive hints linking back to the old tree, but they don't display there. This issue is concerning, especially as my father's lineage dates back to the 1400s in Germany. I hope this situation can be resolved, possibly by restoring the missing data to the Faber-Greenberg tree using the information stored in your database. Your assistance in fixing this would be greatly appreciated. Thank you for your help in advance.

In October, I contacted to cancel my upcoming subscription due to my compromised email address. After receiving an email about an impending charge, I phoned Ancestory.com as instructed. However, I was still charged $[redacted].54 on November 13, [redacted]. I request a full refund and the cancellation of my account, considering I followed the provided steps accordingly. Thank you. - P. DeLuca

I recently purchased a gift for my mom with order number [redacted]45. She already has an account under the name Jill Newburg. Navigating the website and getting my questions answered was challenging, so I contacted support. Unfortunately, I experienced a 24-minute wait time without any assistance followed by a survey request. Prior to that, I attempted to use the chat feature but only received a message about being answered "eventually" with no follow-up via email or phone. As a last resort, I followed the ordering instructions for the "round the world" 6-month gift certificate, despite not wanting to sign up. My mom has yet to receive an email or certificate, which is disappointing since Christmas is approaching. If possible, please address this issue promptly. Although I have been frustrated with the support, my mom has enjoyed your service in the past. Thank you for your attention to this matter. Wendy G.

I used to be a subscriber to Ancestry.com, but it's been a while. Recently, I received a 6-month membership starting on Dec. 25. However, when I logged in with this new membership, my profile is intact, but all the family trees I had created years ago seem to be missing. Over the years, I've continued to receive emails with hints, but I've noticed that they address me by my maiden name, Adele Kirby. Is there a way to retrieve my old family trees?

I sent an email a few days ago regarding an issue, but I haven't received a response yet. The Faber section of my tree, the "Faber-Greenberg family tree," has been deleted without my doing so. I am now reconstructing everything using a different tree called the Faber Family Tree. Oddly, my new Faber Family Tree is providing hints from the deleted one. This seems like a significant issue, and it's making me contemplate renewing my membership. I would appreciate your assistance. Regards, Joanne Faber K.

I received notification about my account renewal, but I did not authorize it and my account was still charged. I am seeking a refund for the unauthorized deduction, as the cost is too high for me. I would like to cancel the subscription as well. Thank you, Margaret Garcia. If necessary, please contact me by email or phone. I can't provide more details due to privacy concerns. Requesting a refund and cancellation of subscription.

I often receive messages from your website informing me that another member has commented on my family tree. However, when I click on the link provided, it only takes me to my homepage without showing any comments or providing a way to locate them. I have contacted your customer service representatives every six months about this issue, but despite their promises, the problem remains unresolved. This repeated cycle has become frustrating as I spend hours on the phone without a resolution. I suspect other users may be facing the same issue. Should we consider a public class action lawsuit to address this ongoing problem? It feels like I am not receiving the service I am paying for. Is this a case of neglect on ancestry.com's part or potentially even consumer fraud?

I have been a member of Ancestry for a while, but when I log in, it shows I have a guest membership and I can't access my tree or hints. Please assist me in resolving this issue. My husband, a Marine, passed away on December 2nd due to Multiple Myeloma. Our family genealogy is very important to me now. Kindly email me with instructions on how to fix this. Thank you. P.S. I have been in touch and have followed Mrs. Amy Johnson Crow for some time.

I've been a customer of Ancestry for over 20 years. During my research, I often encounter obituaries that require an additional payment, which feels unfair considering the amount I've already invested in the service. It's frustrating to be lured into subscribing to a newspaper just to access an obituary, especially when Ancestry benefits from this arrangement. Obituaries should be included in the service I've already paid thousands of dollars for. If there must be extra charges, loyal members like me should at least receive a discount. If this policy doesn't change, I may have to cancel my membership. As an 80-year-old on a fixed income, I can't afford unexpected expenses. I doubt I'll receive a response, or if I do, it will likely just redirect me to the newspaper's subscription. I appreciate your attention to this matter. Thank you, Mike C.

I am no longer a member of Ancestry, despite being a member since [redacted]. I am currently a guest on another tree where the owner and I share many ancestors. Recently, I found some unique pictures related to his tree, of which I may be the sole possessor. Searching for people who passed away a century ago can be challenging. I believe we are all aiming for the same goal. I wish to reach out to Robbie to share these images but would like his permission first. As we are both over 80 years old, I feel it's important for him to decide whether he wants to connect. I hope there is a way for you to facilitate this contact. Thank you, Duncan Kerr from Corinthic.

In our family tree, my wife's name is used as the primary account. On my side of the tree, I am labeled as 'husband', and my father is noted as 'father-in-law'. Interestingly, my grandfather is identified as '**husband of 11th cousin 4x removed**' and my grandmother is noted as '**11th cousin 4x removed**'. When it comes to my mother's side, my mother is labeled as 'mother-in-law', my grandfather is listed as 'maternal grandfather of husband', and my grandmother is identified as 'maternal grandmother of husband'. The peculiarities in the paternal line raise questions for me. I am curious to understand why this uniqueness exists and if there is a way to correct these inaccuracies. As I delve deeper into my family history, the irregularities among my ancestors become even more perplexing.

I am having trouble accessing the Ancestor.com app. I have attempted to sign in, but encountered issues. I solely use my cell phone for this and do not have access to a computer. I am concerned about creating a new account as I am a member of the LDS Church in Russellville, Kentucky. I have been trying to reach my Cat sister, Mack, for assistance. Can someone provide guidance on how to resolve this login problem? Are there any new apps available for members like me? Thank you, B.S.

I would like to share a special number with you to help connect your FamilySearch account to Ancestry. You can find the required information from the URL link: LinkedAccount?ucdmId=02bdf3e9-0[redacted]-0[redacted][redacted]. This code is essential for identifying the Ancestry account linked to your FamilySearch. Kindly reach out to us and provide this 12-digit code for further assistance.