Genealogy Chat

Just to update you all - I did get a reply from the support email address within 2 hours - to their credit. In the reply they regretted 'any confusion this matter may have caused' (not particularly appropriate - what was confusing about having money taken from an account without any notice?) but they did admit that there should have been a renewal notice and opportunity to cancel. They did say that in the user agreement it states that all accounts are automatically renewed. (I have to admit I was not so eagle eyed as Sarah as to notice a box to unclick) Then right at the end there was an apology for 'any inconvenience it may have caused' which was all I wanted as I am not ready to cancel yet. Glitter Baby can I just ask - what is the bulk email section? Haven't heard of that one before. Thanks for all the replies. I hope I haven't put any one off from subscribing because I do feel that it has been worth the money spent so far and with the promise of more censuses coming on line, I hope it will be of even better value. Sheila

I recently subscribed and on the payment part there is a bit to tick if you are intending to use the same card to renew - I deliberately DIDN't check that box because I don't want them to take a payment without me knowing....but it will be interesting to see if they do just use the original card details.

Hi I had something similar Except I took up their 14 day free trail offer & cancelled it after 3 days & got their confirmation of the cancellation by return of email,.BUT not only had they already debitted my card They then redebbited again the next day from another source & creditted the first debit leaving me with arate of exchange differnece on that one. they answered my query by denying that they had charged me twice & saying it would take 28 days to credit me for the 2nd charge which meant i had to pay my credt card or face charges from the card co. I put it in the hands of my credit card peolpe with all the copy emails & 14 day form I filled in & they cleared the charges from my a/c . But its put me off signing up again for any 'FREE' trials. Shirley

i have just had my reminder that payment will be taken out 28/4 jeanette

Is the telephone number for the US by any chance? I know you gave a US number and the other was for people calling from the uk, but, if it means you are calling the US to cancel - then that could cost alot of money too! Just a thought. Vikki xx

I had an e-mail this morning telling me my subscription will be automatically renewed on April 28, 2005 unless I inform them otherwise as follows: If you wish to cancel your subscription, or if you have questions, please call Member Services at (801) 705-7620. Service is available 24 hours a day, seven days a week. Select prompt number four to cancel. If you prefer to send an e-mail, please e-mail us at [email protected] before you are automatically renewed. Please include the following information: - first and last name - username - subscription type (e.g. Annual U.K. and Ireland subscription, Quarterly U.K. and Ireland subscription, Free Trial, etc.) - e-mail address used when subscribing - telephone number including country code After processing your request, we will send you a confirmation.

I never thought of looking in the terms and conditions to look for an email address - silly me I looked for the obvious like 'contact us' which only gave the US site one. I shall try the co.uk now. Thanks again Sheila

Thanks Lou - and everyone else. I thought that should have been the standard practice. I have just emailed them yet again and might do so daily until I get a reply! Its funny how they can find my email address quick enough to send me search tips on names I might have entered into their search engine. Sheila

They took my second years subscription out without telling me too.whats worse is that my old credit card had expired,but they managed to work out the new expiry date. Then they logged me out.I emailed them and told them I was going to report them for taking money without my authorisation.I havent heard back from them,and Im still just a registered guest but I can view the census etc for some strange reason. There is a way to contact them on the site,but I cant remember where it is,its so well hidden Anna

Hi Sheila, This paragraph is in their terms and conditions. 2. FEES AND PAYMENTS 2.1 Continuous Service Membership. Subscription membership in the Service is on a continuous service basis. This means that once you have become a subscribing member, your subscription will be automatically renewed and your credit card will be charged based on the subscription program (annual, quarterly, monthly, etc.) you have chosen. Credit card charges will be processed within 24 hours after subscription and products included in memberships will be shipped shortly thereafter. 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 given the opportunity to 'opt out' of your renewal. From the United States, you must call Ancestry at 1-800-262-3787 at least two days before the renewal date for the cancellation to be effective. International customers must call 1-801-705-7620 during business hours or send an e-mail to [email protected] 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 Hope it helps. Regards, Nancy.

Sheila I'm not sure about the last part of your question but they state quite clearly that they will NOT take any more money without telling you. When mine was due for renewal they sent me an email about 10 days before advising me of the date that the new sub money would be taken and giving me the option to renew or cancel. If you haven't changed your email address without telling them since you originally signed up then they've been very naughty and I'd keep on at them till they respond! Lou

I have been with Ancestry for a year now and haven't resented the money spent at all, but I was shocked to find that they had taken the second year's subscription straight from my credit card details without informing me that my subscription was due for renewal or that they had automatically renewed it. Only found it when checking credit card statement. After searching and searching their site for contact details (Is is just me being stupid?) I sent them an email but have had no reply - have waited at least 2 weeks. Has this happened to anyone else. If I did want to cancel my subscription how do I go about it? Sheila