Genealogy Chat

i signed up to a free trail with ancestry but had to put in my daughters debit card info as i was waiting for an updated debit card so i could use it on the net , a day later i thought about the amount of money i would be spending and telephoned them to cancel this guy said you haven,t actually signed up for the the upgrade so dont worry about it. yesterday morning my daughter informed me they had taken 69 pounds out her account i am so angry has anyone else had this problem and if so what did you do

Sharon there is a freephone telephone number if you are in the UK, it is 0800 404 9723. They are usually pretty helpful, so give it a ring. Stella

I had the same problem with the free trial, I bombarded them with e-mails, and finally threatened to make a complaint to their equivalent of Trading Standards- that was the e-mail that finally got their attention. If you keep on at them you will get your money back, but I remember it being a bit of a worry at the time so I know how you feel!!!

thank you all i guess i will just have to wait till tomorrow to phone as they are shut just now i wont get caught out like that again, it is anoying when you have to put the card details in and then they take the money out even if you have cancelled

Have you actually called the freephone number Sharon? I think they are there 7 days a week? Stella

they did the same to me!!! signed up for the freetrial and cancelled it two days later . had confirmation of the cancellation but when I viewed my C/C they had charged me TWICE!!!!! Then they credited one back but used diff rate of exchange so still left me with a part debit on that transaction, plus the second debit. I emailed them & they denied they had charged me twice.and then said would take 28 days for the refund of the second debit. meanwhile it all came thro on my C/C so i was having to pay something. i contacted C/C co and they put it all on hold so I wouldn't pay anything .I sent them all the emails & a copy of the web page advertising Free 14 day trial that had the reassurance that no money would be payable till after the trial period. C/C sorted it out by refunding me BUT I still got lumbered with the R/E diff on the one transaction Ancestry did reverse Shirley

thanks everyone i tried phoning but got a recorded message then the line went silent

Sorry Sharon - perhaps I'm wrong then and you'll have to wait until tommorrow. Good luck. Stella

Hi Sharon, how did you get on when you phoned Ancestry did you get a refund? Sue

Had exactly the same problem last week. Bought one month's membership because we are in the process of moving then had an e-mail telling me that they had taken another month. Got the money refunded or so I hope but not in or out on the bank statement as yet. Said my fault because they automatically renew unless I cancel!!!

Hiya all, I signed up to Ancestry for one month and made sure I had a sticker on my pc to remind me to cancel before the month was up. I rang the freephone number and the lady on the other end was very polite, she asked if Ancestry had been of any use to me. I told her that I had found as many rellies in the month I had used it as I had in the past two years. She thanked me for using Ancestry and said my subscription was cancelled and they hoped I would use the service again. How polite !