• Report: #211389

Complaint Review: Ancestry.com AKA MyFamilyInc.com

  • Submitted: Sun, September 17, 2006
  • Updated: Tue, September 26, 2006

  • Reported By:Tallahassee Florida
Ancestry.com AKA MyFamilyInc.com
360 W 4800 Provo, Utah U.S.A.

Ancestry.com AKA MyFamilyInc.com ripoff Free Trial Cancellation Misrepresented Provo Utah

*UPDATE Employee: Just cancel it.

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I called this week (on day ten of my 14 day "free trial" to discuss canceling my ?Free? account. I was told that I really should take full advantage of my "free 14 day subscription," (and would be momentarily transferred to a ?genealogy specialist who would assist me in my research, so I really should keep my free trial through its full 14 day term,?) further, I could call up to 10 PM any evening to cancel, and that Saturday, 9/16/06, was my last (14th day) to cancel.


It was clearly stated in their written policy that if I did not cancel by the 14th day, I would be charged a NON-REFUNDABLE $155 annual fee. When I tried to call and cancel at 9:30 pm Mountain Time, a half-hour before their closing time, the answering machine announced that they close at 6 PM on Saturday!! The offices had been closed for THREE-AND-A-HALF HOURS!

I reported this immediately to American Express, but I doubt that I will be able to accomplish anything. I am also notifying others to be aware of deceptive practices:

Additionally, the "geneology specialist" who I spole with, promised to immediately email me "hard to find links" for WW-I records. She even asked my email address twice to "reconfirm" it as correct. After three days, and another promise (on day two) to send the information, I have yet to receive this email. So much for the ?free trial."

When I get screwed, I at least like to get kissed!


Tallahassee, Florida

This report was posted on Ripoff Report on 09/17/2006 12:35 AM and is a permanent record located here: http://www.ripoffreport.com/r/Ancestrycom-AKA-MyFamilyInccom/Provo-Utah-84604/Ancestrycom-AKA-MyFamilyInccom-ripoff-Free-Trial-Cancellation-Misrepresented-Provo-Utah-211389. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Just cancel it.

AUTHOR: Kevin - (U.S.A.)

Of course they are going to try to get you to stay with your trial, if you dont canvel it you get billed and ancestry.com makes money. Any business that needs to sell something to make money is going to try and get people to pay for their services. I have worked for ancestry.com for over two years and I have talked to more than a couple people that have been pissed about being billed, but in most cases it could have been avoided by telling the person they got ahold of that they want to cancel and sticking to that.

If you truly want to cancel something and dont want to pay for it, what difference does it make that you have a couple days left? Also, something to remember, wit any "legitamate" internet business, anything is refundable, when credit card companies resieve complaints about a web based business, that company is charged a fee for every canceled charge.

In my two years of employment I have refunded many, many people. I have refunded people who have been in their sixth month of membership. now, I dont know what you do for a living, but if someone paid you for something and then SIX months later decided they didnt like it(SIX months, half a year) would you even consider giving them their money back?

Have you ever tried to cancel a gym membership? or any other type of membership, of course they will try to keep you as a member. Why complain because you dont have the conviction to not change your mind about canceling when, what was probably a 19 year old kid, tells you you shouldnt. I probably even know the person that kept you from canceling.

So if you learn anything from this, if you want to do something, just do it when you have the chance. And sure, maybe customer service did close at six but monday through friday you can call from 10AM to 10PM EST(eastern standard time)
includind saturday there are atleast 70 hours a week when you can call in.
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