Ancestry.com Customer Service Issues

I need assistance canceling my Ancestry account. I closed it down previously and do not want my family to resubscribe for me. After recently moving back into our house from flood damage, I can't locate my Ancestry paperwork and password. At nearly 79 years old, I have found the Ancestry information disappointing. The search results often lead to the USA and prompt me to upgrade, and the name transcriptions are poorly done with spelling mistakes. I received an email requesting updated banking information. Unfortunately, my husband, aged 85, forwarded the details to you thinking he was helping me. Today, when searching for Philip Edmund Anscombe, I only found Edmund Anscombe in the USA, which I can't use as I don't have American relatives. This has been a distressing day, and I wish to cancel my subscription and possibly receive a refund, especially during the COVID-19 pandemic. Please assist me. Janette S. Railton, [redacted], 5 Oriole Court, Burleigh Waters [redacted]. Husband: Kenneth Philip; Children: Peter and Amanda. Janette Railton - 21/7/[redacted].

I bought a DNA kit for my husband on November 29, [redacted], with Order #[redacted]77. I got a message on February 5, [redacted], saying the DNA was being processed. No updates until late April when I was informed the DNA couldn't be processed. I don't want a replacement kit; I want a refund. Despite my request, the company refused. Their treatment of customers is appalling. By not issuing a $59 refund, they seem headed for bankruptcy. I won't accept blame for missing the refund request deadline; the lack of communication is on them.

I purchased a DNA kit on November 29, [redacted]. I received a message in February [redacted] about it being processed, but then never heard anything further. When I called customer service and requested a refund, I was informed that I could only receive a replacement kit, which I don't want. I am disappointed with the lack of communication and customer service. My order number is #[redacted]77. I would like Ancestry to refund the $59 I paid for the kit to resolve this issue.

To the concerned party, A few years back, I bought an Ancestry DNA kit for my parents as a Christmas present. Unfortunately, my Dad's computer crashed right after he sent the swab, resulting in the loss of his email account and any related messages. He never activated the Ancestry account. Now, my mom was informed that a replacement kit could be sent, but since the purchase was made by me, I need to request it. I just got off the phone with customer service, but they couldn't find any record linked to my email. I may not have provided it during the purchase since it wasn't for me. Kindly verify the following emails for any purchase details: [redacted] [redacted] [redacted] Also, please verify the name and address for the kit: Joseph C Marx [redacted] S Bemis St Littleton, CO [redacted] I'm uncertain about the next steps, but I would appreciate it if you could send the replacement kit to the specified address for my parents. Thank you.

I am concerned about the constantly changing DNA results I have received from your company. I have been researching my ancestors for years, and my DNA test originally showed heritage from Madagascar, which I know for a fact due to my Mother's grandfather's background. However, my results have now changed, and I no longer see Madagascar in my DNA makeup. I feel confused and frustrated with this alteration. I would appreciate a more detailed explanation beyond the generic response I received from customer service. Despite investing significantly in your services, I am starting to doubt the accuracy and consistency of the results. I seek clarity on how my DNA composition can shift so dramatically.

I was charged $54.99 on my credit card after starting a free trial. I didn’t realize that I had to purchase the DNA kit. I thought it was included in the free trial to encourage continued subscription. While I thought I had canceled, I now see that it wasn't done. Due to the pandemic, my finances are strained, and I cannot afford this expense. I urgently need a refund considering my circumstances. It was an honest oversight on my part. I am in a difficult situation and require assistance. I sincerely hope to be refunded before my spouse discovers this or I might be in the doghouse. Kindly refund the subscription fee as I have not utilized the service. Please show empathy towards my predicament during these challenging times. Thank you.

I would like to express my sincere appreciation for the incredible expansion of genetics education your company has undertaken. As a science teacher, I believe your mission has significantly enhanced the collective knowledge of society regarding various topics such as ancestry, genetics, race, and origins. I would like to suggest the idea of a television commercial that could further educate the public by highlighting the fact that all humans originated in Africa. This simple message could help bridge gaps in understanding and promote global awareness. Your company is undoubtedly the industry leader in genetics education, and I believe you have the potential to continue advancing education in areas of race and human origins. Thank you for your dedication to making genetics a more accessible and comprehensible field of science.

I have been saving numerous pages from the Kopparberg, Sweden Church Records to my ancestors' profiles successfully over the years. However, over the past few days, I have been unsuccessful in saving pages from the 1[redacted] Ore Parish household Examinations to individual profiles. Despite trying multiple times on different days and profiles, the save does not reflect on the profile, even though a brief window saying "saved" appears. I have attempted to resolve the issue by clearing the browser cache, rebooting, and trying a different browser, all with no success. Specifically, I am unable to save page 49 (30/[redacted]) from the household Examinations, but page 51 (31/[redacted]) saves without an issue. I also waited in an Ancestry chat for about 30 minutes without receiving assistance. As my project deadline has passed, I would appreciate it if the saving glitch from the mentioned page could be resolved soon. Thank you for your attention to this matter. - Tru

I have been using Ancestry for years without needing my password until our recent internet changes. Despite numerous attempts via email and phone, I have been unsuccessful in getting assistance to access my account following the provided guidelines. Several years ago, I managed the accounts for my deceased mother and handicapped sibling who had done the DNA test. However, I can no longer access these accounts. After trying to contact support and receiving no response, I am frustrated. My account is set to expire in two months, and if I don't receive help soon, I will have to close it. I have always valued Ancestry, but I am incredibly disappointed in the current lack of customer service and support.

I would like to reinstate my previous account and subscribe for one year. I encountered challenges with the customer service representative over the phone who provided an unhelpful and rude experience. Despite being given an email address for assistance, the website consistently displayed errors stating it was unavailable. My email address, [redacted], remains the same as my account. The representative doubted the existence of my email in the database even after I provided multiple emails from Ancestry. My account username is Albanach, but I cannot recall the password. I am eager to resume working on my family trees now that I have concluded my business. Please investigate and address the issues raised. I can be reached easily at my email address for further correspondence.

I am seeking information about a potential DNA match between my 1st cousin, afchief911, and Jeffrey Scot Baron, the son of Maynard Paul Baron. There were suspicions that Jeff's father might have been the adopted brother of afchief911. I was previously informed that I did not match the Baron family, which was expected. However, I never received confirmation about the DNA results between afchief911 and Jeff. Unfortunately, afchief911 has passed away and his computer has been disposed of. Recently, I have found a 99.9% match with someone who is likely afchief911's true adopted brother. The DNA testing occurred around [redacted]/[redacted]. I am hoping to confirm that there was no match between afchief911 and Jeff. Thank you. - Big John

After investing two weeks in researching my family tree, I took a short break due to a pending hurricane. However, upon returning, I discovered that an entire branch of my family tree is missing. The documents and individuals I painstakingly added have vanished, although the documents now appear as hints. Restoring the lost branch is crucial as I did not delete any data. My dedication to gathering accurate records makes this loss distressing. Subscription fees should ensure data security and reliability, but this recurring issue is unacceptable. Ancestry must address and rectify these server problems promptly. Hiring competent staff to maintain and update their systems is vital for a service that relies on online data storage.

I'm requesting that my name, Lynn Beard, be changed to the last name in my family tree on Ancestry.com. I want my three children's names, birth dates, and places, as well as my grandchildren's information, removed for safety reasons. In today's world, sharing this sensitive data can pose risks, and I don't feel comfortable having it displayed publicly without my control over who accesses it or how it's used. - Lynn Beard Please note that I can only be contacted via phone call since I have a landline and cannot receive text messages. Thank you.

Dear Ancestry, I have a first cousin named Nettles in my DNA matches, who has Scottish ancestry on her biological father's side. She is actually related to me through my mother's side, as her biological mother and my mother are sisters. Another aunt, Kathryn, who is in my matches, does not have any Scottish ancestry, which is accurate. However, I do not have any Scottish heritage like my aunt. Last year, you incorrectly listed English or Welsh ancestry for me, which I disputed as inaccurate, and it has since been corrected. It seems that my DNA results are being influenced by my cousin's father's side, which is not relevant to my ancestry. This has led me to question the accuracy of Ancestry's results, as these discrepancies are concerning.

Ancestry continually adds inaccurate details about my family. The individuals entering the data are making numerous errors. Despite reporting the issues, the corrections are not made. Mistakes range from marriage licenses to death information and more. The critical problem lies in inaccurate transcription from the source documents. There should be improved processes to ensure the accuracy of provided information. Additionally, there is a lack of follow-up after reporting errors. I am frustrated by the multitude of mistakes regarding my family that I have documented in a binder. I urgently need assistance from someone who can rectify these errors. I am uncertain about the value of the service considering the significant number of errors in my family records. It raises concerns about the accuracy of information for other families as well.

I gifted my husband an Ancestry kit a couple of years back. Unfortunately, we are having trouble accessing the account as the login details seem to be incorrect. We reached out to customer service but haven't been able to resolve the issue yet. We've been advised to contact [redacted] for further assistance. Could you help us locate his account using the email [redacted] and username wendy1970? Your help in this matter would be greatly appreciated.

I am Robert William McGuire, and I need help with my late Uncle Elwood's Ancestry account. My Aunt Beverly had created the account to track our family history, but I can't access it. Despite my Aunt's efforts, the trail ended in a burned church in Ireland. I was told there was valuable information in the account, but I can't retrieve it. Customer service has been unhelpful, and now I have been directed to email [redacted] I am reaching out for assistance. My uncle Elwood J. McGuire passed away in [redacted], and my Aunt Beverly B. McGuire in [redacted], with no living siblings or children. I am 74 years old and battling stage 4 cancer, so accessing this information now is crucial to me. Any help to view my Aunt's work would be greatly appreciated. Thank you, Robert McGuire.

I am experiencing issues with the way hints are appearing on the screen after a recent update. They are now displaying in a small strip in the right corner, which is causing me discomfort due to a neck condition. I would like to know how to adjust the settings so the hints appear back in the middle of the screen in a larger box, as they did before. Additionally, there is a limitation when trying to merge multiple people in a hint, especially when dealing with variations in names. It results in an error message and requires manual merging of duplicates, which is time-consuming. Lastly, it would be beneficial to have an option to change a person's gender directly within the hint, instead of having to go back and forth to make such adjustments. However, my primary concern at the moment is the small display of hints that is causing difficulties for me. I seek guidance on how to revert it to the previous layout for better visibility.

I am seeking DNA results for my wife, Dolores Heller, using the code #H6K-6U6U-4M7M-5T6X. I seem to have registered two email accounts for her. One is [redacted], but when I log in, I only see promotions, not the DNA results. It could be because she has another email account. Is there a way to investigate this further? Thank you for your assistance. - Melvyn Heller

I have inquired multiple times about switching my current subscription to a gift subscription due to financial constraints. Despite my attempts, I have not received a clear explanation. A representative mentioned setting me up for the gift program and made changes to my account, but ultimately deleted it by mistake. Brenda W, whom I trust and have contacted before, has not been reachable. I am a 74-year-old preparing for assisted living and cannot afford another premium deduction, yet one has already been taken from my account. I still seek information on the gift program, a refund, and assistance moving forward. Prior to the mishap, Brenda W had provided some insight into the differences between the two programs. I hope to resolve this matter promptly.