same thing happened to me. Call and have them ship a new one. I had to google Ancestry DNA to find a frickin phone number. They are not in the "customer service " industry. They did send a new one though.
I mailed my DNA Kit on December 9, 2016. As of February 1, 2017, Ancestry is showing that the kit has still not arrived. How can this issue be resolved?The last four digits were 2P8Y.
My laptop indicates site is not secure, obsolete key exchange, even though https: precedes ancestry.com. Is this valid?
The same for me!
I have tried calling several times in two months , no answer. My account is in someone else's name. Can't figure out how to edit it. Can't reach anyone! Bad!
I LOVE Ancestry's customer service! They are always so friendly every time I call in. They usually help me resolve my problems, but sometimes it's just what they call a "known issue", which happens with websites, so I get it. It's a huge website and problems happen, but I appreciate that they look into it. I have never spoken with anyone I felt was incompetent, and they usually seem to enjoy genealogy just like me!
This is such a good idea--but the MOST disorganized "company" I have ever dealt with in any aspect!! Take notice of the fact that there is no phone # for contacting them, even in "Accounts & Billing". You can try clicking on that icon; it goes no-where! I've been a member for over a year, but this is the third time I've had a question (obviously needed an answer) and when I tried to log in-'it' doesn't recognize my email or my user name!
have not received notice that you received my specimen mailed in sept
I sent in my DNA kit over 6 weeks ago and have not recieved my results yet.
I signed up for one month and have been billed month after month. When you go to the Billing page, there is nothing there, no way to cancel. I would never trust this company again. I feel like I have been scammed!
I rejoined ancestry several months ago indicating only for one month. I have been charged for months but have not used it at all. Come on guys. What is the deal. I am retired and can't afford to pay for something I haven't even used. I need my credit card adjusted for at least 4 months. I would have caught this sooner but we had a long illness and a death in the family. Ann Latham
Same, They didn't put my full address on the package, so it's not going to reach me, however there is no way to contact them and the shipper refuses to accept the correction from me, they will only accept it from ancestry who cannot be reached.
Can.t get anyone to answer the phone, or help with questions, Been like this for 3 days, NOT impressed with the lack of customer service, I,m beginning to think this company is a sham, Might cancel and move on to another DNA place,
I cancelled my subscription before the free trial was over and it still charged me 40 dollars!! Even when I log in it says to start a free trial or re-subscribe! What is going on here?! This makes me so mad! Not to mention I can't get a hold of an actual person on customer to talk to to get my money back!!!
Trying to get in touch with Ancestry.com is a joke! They don't provide an email address and when you call their 'customer service' number, you are on hold forever. I have cancelled my subscription with them after many years due to no support, not able to get in touch with anyone, other Ancestry members being able to view my PRIVATE, and Ancestry stopping support of Family Tree Maker which has 10 years of genealogy work in it. Don't waste your time and money with Ancestry.com. Use FamilySearch.org which is better and FREE. Plus you can get in touch with customer service!
I took a year subscription in Feb. I am receiving cancellation notices now in June saying my credit card info needs updated due to expiration. The card used is good, current, and a valid card plus I am not due to renew until Feb 2016. I am unable to reach them and when I tried doing some research I had a lot of trouble getting people to go into the right slots for relationship and an impossible time editing, Perhaps they need to spend more time tweeking their program and less time soliciting members? Not happy!!
Ancestry has wrong information about my family and I can not figure out how to correct it. Can not get help. It has my grandmother as my great grandmother. It has my mother as the mother of my father. Seriously?????!!!!
A few uears back, I was a member, no problem.I recently rejoined and I can not get access to the site. I called customer service for three days. NO ONE WILL ANSWER THE PHONE!!I have been on hold for twentyinutes at a time. This is SO UNFAIR. WHAT IS REALLY going on???!!!!!!
I have paid over $3000 for nothing. Every time I tried to access the ancestry website it told me I had to pay, I already had an account that I have been paying monthly for $19.99. Apparently, Ancestry entered in the wrong user ID for me which caused me not to have access to the website. I have not been able to access the website since I joined. This was their fault not mine but I am being punished for their negligence. I have tried to cancel and contact them for months. When I finally got ahold of someone they said they were sorry but there was nothing they could do to give me any of my money back but they could cancel my account. I have lost thousands of dollars and they are sorry, what a scam. They should lose their license to operate when they fraudulently take money out of your account and you get no service. They don't even care that this happened.
I have never had any of these problems I have read. I have been with Ancestry.com for many many years and I had nothing but success with them!
What is going on? Ancestry has changed the connect section on the home page and I can no long see who has added information to our tree. These are my family members. What's happening? Also, NO PHONE HELP?
Does anyone know if they sold the company?
Maybe it got lost in the mail, that does happen...
Please Ancestry is Public Information, don't like it cancel your subscription.
I have been with Ancestry since 2008, never experienced any of what you are ranting about.
I have been freaking holding now for almost 20 minutes. THAT IS UNACCEPTABLE. Listening to the same old messages repeat repeat repeat. HELLO...ANYBODY WORKING? Are y'all at the temple? I guess this is a good way for them to avoid cancelling accounts....if you can't get hold of them to cancel, they just keep billing.....? Getting really perturbed at this lack of customer service. Web pages slow to load, images are blurry and have to go back to the old basic viewer, can't read messages in my inbox....and that's just the beginning. Horrible transcription work, especially in the city directories. Either they're using computers with OCR - never meant to read these kinds of documents! - or they're using people who neither read nor speak English. Either way, I feel gypped. 25 minutes and still holding. 25 MINUTES!!!!!!!!!!!! Think I'm going to have to complain to the BBC.