cancellation

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Guest's review of www.ancestry.co.uk

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“cancellation ”

Written on: 14/06/2013

I have had the exact same issue regarding cancellation. Im am completely disgusted that after making sure I cancel my subscription within the free two week trial I still get charged.

I do not believe that having to confirm THREE times to cancel my membership is acceptable. I clicked on the link to cancel my membership and another link to confirm it, believing I have now cancelled, only to look at my bank statement and see I have been charged!

As a consumer, who was made to believe I could cancel my subscription after a free two week trial 'easily', seems like a fault with Ancestry.co.uk who clearly have the intention of making you think it has been cancelled when it has not.
In these situations where the consumer has obviously intended to cancel within the time limits, you should be offering refunds, especially if the account has blatently not been used after 'cancellation'. I thought after my two week trial that I needed further information from family members to continue my search and I may decide to subscribe to the service in a couple of years time, but after speaking with the support employee on the telephone, he was clearly lying this situation does not happen.

I will not be using this service again.

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Ancestry.co.uk's Comment

Written on: 18/06/2013

I am sorry to hear that you have had a frustrating experience. Our free 14 day trial is without obligation and if cancelled inside the 14 days there is no charge from Ancestry. Once cancelled an automatic email confirmation is sent with a cancellation number. If cancelled there can be no charges for a subscription. Only one free trial of one of our subscription options is allowed per person. The Free trial requires registration with a valid credit or debit card. You will be charged the full amount of your chosen subscription price on expiry of the free trial, unless you cancel your subscription earlier by calling or visiting My Account or by emailing us. This information is included within the terms and conditions all members must agree to prior to initiation of membership.

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Troberts11's Comment

Written on: 20/06/2013

'I told you so' comments are not something consumers wish to here. I am happy to take responsibility for the fact I did not cancel my subscription in the way you wished. However as I am giving you a review of your service and you take the time to reply, perhaps you should take into consideration my comments rather than reitering what I already know...which I why I am making a negative review in the first place

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