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Report: #1458655

Complaint Review: Ancestry.com - California

  • Submitted:
  • Updated:
  • Reported By: Robin — Palatka Florida United States
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  • Ancestry.com California United States

Ancestry.com Charged Bank Account after cancelling subscription before expiration of trial period California

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Recently, I signed up and registered with Ancestry.com after talking with family members about our ancestors.  I noted that Ancestry gives a two week trial to access and try the platform before making a commitment, and I wanted to see if it was worth $20.00 a month.

After a week I decided to cancel, and took a snap shot of my cancellation saving it to my computer. 

This morning as I was balancing my checkbook, I saw a new charge as of today for a monthly subscription to Ancestry. I was annoyed.  So I navigated their website looking for a customer support telephone number and/or email address. Nothing.

When you navigate the website the only support information is an FAQ about cancelling subscriptions, there is no email or phone number posted anywhere. I had to navigate to their Terms of Service in order to get their phone number and even that is not disclosed. They have a hyper-link which is hidden in their TOS which basically says click "here". That takes you to a page that is not publicly disclosed which lists all their phone numbers

If anyone needs their customer support number for the U.S. here it is:  (800) 401-3193.

I was told that I didn't cancel until after the trial period which is incorrect, which is why I was charged.  It was a 2 week trial period and I cancelled within a week of registering. The charge originated after I cancelled the subscription.  And although the customer support person was "nice", they were NOT GOING to refund my money. I stated clearly that I cancelled the subscription within the grace period, and then Ancestry.com charged me for the subscription!

I haven't checked the BBB, but if they are hiding their customer support information; charging customers after cancellation; and engaging in other unethical behavior, I'm not the only one having this experience.  This is a matter for the FTC and the Attorney General for California.  If anyone is having similar issues they should start filing complaints!

This report was posted on Ripoff Report on 08/29/2018 08:20 AM and is a permanent record located here: https://www.ripoffreport.com/reports/ancestrycom/california/ancestrycom-charged-bank-account-after-cancelling-subscription-before-expiration-of-tria-1458655. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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