Leslie W.

I expected the price of about $20 to be charged to my account every month. However, for some reason, an EXTRA $100.00 is held on hold from my account every month by Ancestry. I have written countless emails to Ancestry Support, to no avail. I have contacted my bank, who says they can do nothing, because the pending transaction originates with Ancestry. I tried calling their outsourced "Customer Service" number which ate up almost a month's worth of phone minutes keeping me on hold, transferring me and disconnecting me.

First you're on hold waiting for an answer, then the person who answers doesn't understand, then after at least two requests, you're transferred to a supervisor/manager, so you're on hold, then the supervisor doesn't understand, then you're put on hold, then they can't find what you're talking about, so you're put on hold, then after at least two requests, you're being transferred to their superior, then you're disconnected, then you're calling back then you're on hold, then you have to start all over again giving your name and birth date etcetera, then the rep doesn't understand, and she's never heard of the supervisor or other reps you were speaking to, then after at least two requests, you're supposedly being transferred to another supervisor, then you're on hold, then the call is disconnected, so you're calling back, then you're on hold, then you have to start all over again then you're disconnected, then you're almost out of minutes - which I don't think is an accident.

I have wasted countless hours trying to get Ancestry to solve the problem that originates with them. No one seems to be able to do anything. I can understand a computer glitch, but how do they justify "Customer Service" reps that seem to intentionally give you the runaround and disconnect you?

Deplorable.

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