Complaint Review: Ancestry.com

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!