Ancestry.com Customer Service Issues

I have noticed discrepancies between the potential relatives and DNA circles, as well as the information provided by THRU lines on my Ancestry account. My second great-grandparents have been replaced with incorrect information, which has led to confusion. I have already reported this issue and an error report has been submitted to your technicians. My frustration is heightened by the fact that my sister and two cousins are also experiencing similar problems with their family trees. I have been a member since [redacted] and am in urgent need of assistance as the situation seems to be unresolved. Please refrain from directing me to articles and instead have someone analyze and address this issue within the Ancestry system.

I called on Monday, April 2, [redacted], to seek assistance with my account. After waiting for 40 minutes on hold, I was finally able to speak with a representative. The lady I spoke to couldn't determine why I can't access four of my family members in my Gorman [redacted] tree, even though it was originally three. It's been a week now, and I haven't received any emails at [redacted] However, I did get an email at [redacted] stating that my inquiry is closed. Unfortunately, nothing has been resolved yet. The customer service agent mentioned that the issue is on Ancestry's end, but I haven't heard anything since. She said I should expect to be contacted within two weeks, but my question has been closed without my problem being fixed. As a long-time Ancestry member, I am disappointed with the lack of response. I understand that everything is smooth when you receive my payments, but the silence when things go wrong is disheartening. I am considering cancelling my subscription due to this ongoing problem. I hope to receive an update on the status of resolving my account issue. Reference number: [redacted]4. I am unable to view Silvester Gormacon, Mary Flynn, Cornelius Gorman (except his wife Mary Madden), and John James Gorman (except his wife Ellen Norton). Please assist me in resolving this matter or at least acknowledge my concerns. Thank you.

I am disappointed with the results I received from the ancestry DNA kit. The information on migration provided is too generic and lacks specificity compared to other DNA kits I have seen. Despite claiming to have the largest DNA database, the results I obtained were minimal and not personalized enough. I regret choosing ancestry for this service.

I purchased an Ancestry DNA kit on 17/03/[redacted] with order number [redacted]99. Unfortunately, Australia Post was unable to deliver it due to an incorrect address and returned it to a Star Track post office box in St. Mary's, New South Wales. After contacting Australia Post twice to no avail, I am now reaching out to the sender directly for assistance. I am eager to know when the DNA kit will be re-sent since I have already paid for it in full. It is disappointing to have received no communication from ancestry.com and to have to handle this issue myself. Please provide confirmation on when the package will be re-sent to my address at 8/58 Clarendon Street, Thornbury, VIC [redacted], Australia. Thank you, David K.

I bought a kit on Amazon for myself and one from your site for my husband. I completed my kit and submitted it following the instructions, but it wasn't fully activated and remained in your lab for three weeks. I eagerly awaited my results each day, but the lack of updates was frustrating. Ultimately, I had to contact customer service after navigating through your website without success, enduring a long wait to speak to someone. I suggest enhancing your FAQs to direct users to a page for account activation rather than just the DNA tab, or notifying customers if their kit activation is incomplete upon receipt. This proactive approach would have saved me the trouble of feeling stuck in the process. Although the representative was friendly, there may be more efficient methods to assist customers like me. I wanted to share my experience with you in the hopes of improving the user journey. Thank you.

I am trying to cancel my late husband's account and cease billing to my credit card. Unfortunately, all the phone numbers I have tried are continuously busy, making it impossible to get through to Ancestry. It is incredibly frustrating not being able to reach them. The account in question belongs to Jackie Leo Luna. I am open to having my own account with them if only the customer service were more accessible and cooperative.

I have been waiting impatiently for my results, feeling frustrated. I am tired of receiving generic responses from Ancestry regarding delays, especially since I sent in my sample well before the sale. It is disappointing to see other relatives receiving their results before me, even though I submitted mine first. I am curious about Ancestry's process for prioritizing results and wonder why there seems to be a delay in handling my sample that arrived earlier. I am losing confidence in Ancestry's customer service and the prioritization of customers over profits. This experience has made me reevaluate recommending Ancestry to others. It is disheartening to feel overlooked when waiting for important information about my family history.

About a month ago, I called to cancel my subscription. Since my computer was not working, I was unaware of the online cancellation option. I forgot to ask for the name of the person I spoke with. The reason I cancelled was my difficulty in finding relatives and learning that others pay only $10 a month. I found it misleading to charge new subscribers $22 initially and then offer a lower rate later on. Although I accept responsibility for not fully understanding the terms, I kindly request a credit for the recent $22 fee as I called to cancel well before the charge. I may consider re-joining Ancestry in the future if I can sign up for $10 a month, but for now, I would like to proceed with the cancellation. Thank you for your assistance.

I have been using Ancestry with Lilyan Silver (nee Cook) for several years. Lilyan passed away in November [redacted], and I noticed that someone on her shared list, L. Wong, has taken over her account. I had transferred my information from Lilyan's tree to my own paid tree in January [redacted], and it seems that this person now has access to both my old and new tree. I do not want L. Wong to have access to either of my trees. I believe Ancestry should have contacted me before allowing this to happen. I am disappointed with how this situation was handled and request Ancestry to address this promptly. My name is Marcia Carolyn Farrell, and my Ancestry email is [redacted] Please contact me at my other email address. Thank you for resolving this issue quickly.

I have always been able to access my account easily by clicking on the desktop icon. However, yesterday, all my saved trees, photos, and data were missing, which is very distressing. I've tried my previous email addresses and passwords to no avail. I only have one timeline left with one person. I need guidance on how to recover all my lost work. Any step-by-step instructions would be greatly appreciated. Thank you. Current email: [redacted] Original email: [redacted] Best regards, Michael Patrick Murphy

I would like to cancel a gift magazine subscription with order number [redacted] that was sent to Alexander Atanassov at [redacted] Adelphi Apt 1, Brooklyn, NY [redacted]. I was on hold for 45 minutes, which I don't consider good customer service. Please confirm that this cancellation has been processed. The deadline for cancellation is May 16, [redacted], and I will not authorize any renewal charges. I have found dealing with Ancestry.com to be time-consuming, and I do not wish to do business with them again. It seems that Ancestry.com should hire more customer service representatives to provide better support. If my credit card is charged, I will dispute the transaction. Kindly confirm the cancellation. Thank you, Myrna S. at [redacted] Please value your customers' time as well.

I signed up for ancestry.com in [redacted] but stopped using it the same year. Recently on 4/27/[redacted], I paid for one month of total access but couldn't access all the functions I paid for. Even after contacting customer service and being promised a free month of all access, I encountered issues when I called back on 5/26/[redacted]. The first representative, Laquescia, put me on hold and never returned, and eventually, the call got disconnected. After calling again, Karen was able to confirm the offer of one month free from 5/27/19 to 6/26/19. Sincerely, Jacqueline Holloway

On December 4th, [redacted], I posted a DNA test for Mrs. E.C. from Dunsborough Post Office in Western Australia. The activation code is A3G-9K5D-2Y7F-9P7P. I have not received any confirmation of its delivery. Mrs. C. does not use a computer, so I manage her affairs. I created an email account for her at [redacted], along with Google and Ancestry passwords. While sending the sample, the vial containing blue liquid leaked despite my efforts to tighten it. Some blue liquid mixed with the sputum. The payment for the test has been made, and I'm seeking assistance regarding this issue.

I purchased an ancestry kit last Christmas, but upon receiving the results, I noticed that it did not include the well-documented information about my family, including the regions in the United States and other countries we originate from. My family was eagerly anticipating the results, but we were disappointed by the missing genealogy details. Given my current health challenges with stage four liver cancer, time is of the essence for me. I would like to inquire if it is possible to retake the test at no additional cost to ensure that the results reflect our family history accurately. This was a significant item on my bucket list, and I hope to rectify the incomplete information provided in the initial test.

I attempted to create a free account for my sister to order a DNA test. The test order went through successfully, but my computer disconnected when trying to set up her account, so I stopped. Recently, my sister tried to create her own account but couldn't use her email as I had already tried. Can you please cancel my failed attempt so she can start over? She prefers not to make a new account. Her email is [redacted] The password used was FredEllis1912. I also would like to know the cost of your phone helpline in your response. Thank you, Angela S.

The DNA test results are incorrect, with 27% labeled as "other" and lacking specificity. There is only reference to the Iberian Peninsula without breakdown or ethnic identification. Disappointed as no concrete ethnic identity or exact origin is provided. Frustrated about the lack of details regarding geographic specifics. Would appreciate a review of my DNA results with the code: C5A-3Q9E-6L9K-2G9C. The information seems too generalized and uninformative. Wanting a more accurate analysis of my ancestry. The family members' results do not align with our known family history. Displeased with the lack of meaningful information. Find the "human..." app unhelpful and unnecessary.

Hello, I recently took the test and noticed that my results show I am [redacted]% from the region of my birth. However, my country is incorrect in the report, as it lists neighboring countries instead. I would appreciate it if you could include "Republic of Georgia" / "Sakartvelo" in your database. Please take the time to research and update this information as I would love to see my homeland correctly represented on major ancestry websites. Thank you, Teona

I gave a DNA kit to a close friend. He completed the process and sent the spit sample twice, but no results were obtained. We're now preparing to send in a third kit. I'm seeking advice on why this might be happening and how to ensure successful results. Should I provide his name and sample ID for further assistance?

I have been a member of Ancestry for a couple of years without any issues. Recently, I had my grandson Michael's DNA tested, and there have been some inaccuracies in the results. His paternal grandparents are listed incorrectly with names Nicholas Dunne and Elizabeth Fitzsimmons, which are not accurate. Furthermore, I am labeled as a distant relative under the management of Petalsmum, which is far from the truth as I am his biological grandmother. Additionally, my daughter also provided a DNA sample, but she is being identified as my granddaughter, which is incorrect. I believe a new DNA test should be conducted at your expense to rectify these errors. I have dealt with Johan, Daisy, and John, receiving the same advice to make changes, but I did not cause these mistakes which seem to be on your end or with the DNA processing. If this matter is not resolved satisfactorily, I may have to escalate it on social media. My reference number for this issue is 00D15EQ03.-5001C1HYwKc. Thank you for your attention to this matter. - M.J.

I am encountering an issue with setting up my DNA account. When trying to enter my email address and password, the system indicates that the email is already registered. As I am unsure of the password, I am unable to activate my account for the DNA kit. This problem occurred with two separate email IDs, [redacted] and [redacted], both showing as already in use. Without resolving this login access problem, I am unable to utilize the DNA kit effectively. - William B.