- Report: #1096702
Report - Rebuttal - Arbitrate
Complaint Review: Ancestry.com
Ancestry.com360 West 4800 North, Provo, UT 84604 Provo, Utah USA
Ancestry.com Suspicious Business Practices and Possible Fraud Provo Utah
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I signed up for Ancestry.com and used the site once. I called their customer support line within five days to cancel the membership, which was permitted within a stipulated 14 day grace period. The person I spoke with told me that although she was having account access issues, my subscription was cancelled and that I would not be billed.
After two months, I discovered that the account had not been cancelled and that I had been billed. I attempted to reset my password in order to gain access to the account and “re-” cancel the membership prior to the end of the new billing cycle. I never received any reset instructions after three attempts over three days. On the last day of the “new” billing cycle, I called the customer support line again to find out what that malfunction was and to ensure that I was not billed going forward.
The person I spoke with also had “computer” and “account access” issues and could not seem to assist me in anything other than try to sell me additional services. I asked to be transferred to someone who could help me and after almost having to hang up and try calling again later, she relented to transferring my call. After a very lengthy wait, I reached a new representative who was extremely rude and unhelpful. She indicated to me that my account had already been billed, WHILE I WAS ON THE PHONE WITH THE PREVIOUS REPRESENTATIVE and that there was nothing that she would do to refund the new subscription charge ($20) or the previous charge made a month prior. I was taken aback by this and asked to speak to her supervisor. She declined and told me that the customer support line was now closed (it was at the end of business hours) and then hung up on me.
Based on my experience, it is my opinion that Ancestry.com is an unethical company with deceptive business practices. I find it unbelievable that their reps systematically have “computer” issues when a customer wants to cancel a membership. Not once, but twice, in my case. I will never seek the services from Ancestry.com again. I also intend to file a complaint with state and federal licensing authorities and do whatever else I can to educate the public on how this company treats customers. I can also provide additional details of my experience including the names of the representatives I spoke with to any attorney that may be seeking a class action against Ancestry.com.
This report was posted on Ripoff Report on 11/03/2013 09:09 PM and is a permanent record located here: http://www.ripoffreport.com/r/Ancestrycom/Provo-Utah-84604/Ancestrycom-Suspicious-Business-Practices-and-Possible-Fraud-Provo-Utah-1096702. 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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