Ancestry.com "Free Trial" subscription auto renewal scam unethical business practices Beware Provo, Utah

They refunded you $775, that is 5 let me say that again FIVE years of service.  While I am glad it worked out for you, one does have to wonder how you missed a $155 debit from your account, not once but several times.

My message to all readers is to pursue the issue when you know that you are correct. 
- The fact that they refunded your money does not mean that you were correct.  They very well could have just stuck to their terms and refused to refund the money.  So consider yourself very..very lucky that they did refund the money.  Because there are many companies out there that would have held to the terms that you agreed to when you signed up for their service. 

I wonder if you still think they are unethical.

I would also suggest that if you let this slip through for 5 years, you need to immediately review every single one of your bank and credit card statements for the last several years to make sure nothing else has "slipped" through.

This is a portion of a letter written to Tim Sullivan, President of Ancestry.com.  After several letters, e-mails, and phone calls, I was finally reimbursed for the $775 charged to my Visa account.     My message to all readers is to pursue the issue when you know that you are correct.  It will take time, but your efforts might pay off.

" I have read where the negative option billing and payment model which Ancestry seems to champion makes it difficult for the consumer to opt out of the auto renewing process.  Perhaps your organization might consider the positive option.   Remind your customers that its time to renew.  Dont withdraw money from your customers credit card accounts without telling them each time their subscription is up for renewal.  It would make for better customer service and eliminate much of the negative press that I have read about regarding Ancestry.coms billing practices." 
 

Ive used ancestry.com before and it clearly states the subscription will be renewed after the free trial. Ive used it twice actually. Its sad that adults are so unaccountable. In addition, from experience, MOST companies ask for a credit card UPFRONT so they CAN auto-enroll you in their service.

I work for a wireless provider and I deal with complaining customers who do NOT take the time to read the fine print on websites/contracts. Then they blame EVERYONE but themselves. Its a shame.

It is copied, as is from the Ancestry.com website.  I added bolding to differentiate it from my comments.

2. FEES AND PAYMENTS        

2.1 Continuous Service Membership. Subscription membership in the Service is on a continuous service basis with the exception of subscriptions which are purchased as gifts by one person for another. These gift subscriptions will not be automatically renewed on the subscription end date. For all other subscriptions, this means that once you have become a subscribing member, your subscription will be automatically renewed and your billing choice will be charged based on the subscription program (annual, quarterly, monthly, etc.) you have chosen. Billing charges will be processed within 24 hours your order is taken and products included in memberships will be shipped shortly thereafter with a separate billing unless shipped within that 24 hours. Except in the case of monthly subscriptions, you will be notified by e-mail 15 days before your subscription will end, asked to correct any information which has changed and reminded of the opportunity to "opt out" of your renewal. From the United States, you may cancel by phone and must call Ancestry at 1-800-262-3787 at least two days before the renewal date for the cancellation to be effective or you may cancel at least two days before the renewal date via your  MyAccounts page while logged on at Ancestry.com by following the Cancel Subscription link on that page and following the process there. International customers may also call 1-801-705-7620 during business hours or send an e-mail to internationalcancelsonly@ancestry.com and provide the following information:          

Given name and surname

Username

Subscription type (UK/Ireland collection, etc.)

E-mail address used when subscribing

Phone number including country code

Country

2.2 Cancellations. Initial Annual Subscription.

An initial annual subscription comes with the option to cancel during the first 7 days and receive a full refund,

unless the subscription began with a free trial period.

The 7 day period begins on the day you register for the subscription Service, which is also the day you are given

access to the subscription area of the Service. An exception is refunds relating to gift subscriptions in which case

the seven days begins on the date of purchase no matter what date you chose to activate the Service.

If you subscribe to the Service following a free or other trial period, that trial period takes the place of the 7 day

cancellation period, and once the paid subscription begins, no refund will be provided. Cancellations during the 7 days

may be made by phone if you are a United States customer by calling us at 1-800-262-3787 and providing the same

information that you provided when you subscribed or you may cancel at least two days before the renewal date

via your MyAccounts page while logged on at Ancestry.com by following the Cancel Subscription link on that

page and following the process there. International customers may also call 1-801-705-7620 during business hours or

send an e-mail to internationalcancelsonly@ancestry.com

and provide the following information:        

Given name and surname

Username

Subscription type (UK/Ireland collection, etc.)

E-mail address used when subscribing

Phone number including country code

Country

Your cancellation call must be received by end of business (5:00 p.m. Mountain Time) on the 7th subscription day. Refunds are subject to return of goods. Please allow a reasonable time for the refund to reach you or be charged back to your account. All refunds will be given to the original credit card on which the purchase was made. All other subscriptions, including monthly subscriptions, quarterly subscriptions, initial annual subscriptions after the 7 days or annual renewals may be canceled by you at any time but no refund will be made for unused subscription periods.

I had absolutely NO trouble finding this information and I don't even work for Ancestry.com.

I did use their service for about 2 years and found them to be a good company to deal with...no issues.