I received an offer for the services Ancestry.com on or before February 20. The offer included a certain period of free service I took the service after being pressured with every intent on contacting the company to cancel as soon as possible. A charge of $99.95 appeared on my bank statement March 25 so I then called my bank who investigated and in the process reminded of this service I never really wanted.
I contacted My Family.com, Inc. AKA Ancestry.com to request a cancellation and refund. I was told that I could not get a refund, after arguing with the telephone rep I was under the impression that the services would be cancelled and I would receive a refund. My bank statements indicated a charge of $99.95 on March 25 and then a credit of this same amount on April 4. At this point I thought it was over, only to discover the charge yesterday (February 7) that the company Ancestry.com had charged me a second time on April 18 for this same amount.
I called customer service for Ancestry.com and spoke to a supervisor by the name of Ken who informed me that the company would not refund the amounts charged to my account, because according to his records my initial call was not documented as a cancellation with a refund but rather an inquiry on how to use the company's services.
He also stated that at the time of the cancellation his company would have allowed a refund only if it fell within 7 days of the end of the free period. He went on to tell me that the company has another policy of providing refund up to 6 months after the end of the free period. And it is the companies practice not let customers know of this policy. But because my first contact was documented as a refund request and my call today 02/08 was well after the 6 months, there was nothing he or the company was willing to do.
David
FLINT, Michigan
U.S.A.
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