Business ProfileforAncestry.com

This company’s call center worker kept me on the phone for 30 minutes while they talked in circles about an alleged need to update payment information by starting a new order, for an account I had previously updated, but which their website did not reflect- even though the website did have the updated payment information. They said I will lose 1 month of service due to their inability to perform billing and payment updates. Further, the call center employee, “Liezel,” at first lied that she was directly employed by Ancestry.com; she later admitted she works at an off-shore call center, that “Liezel” is a fictitious name she uses for telephone work, and she refused to name her employer or even her supervisor. She told me that my previous subscription was for “one month,” when for years I’ve had a monthly subscription automatically billed to a credit card, and she said that I would have to re-subscribe every month. This person claimed that I must place an entirely new order, for my subscription to continue. I have no confidence that the issue they caused has been resolved, and the encounter has caused me unnecessary stress due to the time spent and frustration trying to unravel the call center worker’s dishonesty and misleading statements regarding my subscription and payment information updates—and to the company’s holding my DNA and family information hostage to their technical issues and call center contracts. I fear losing the information, and that their billing errors will affect my credit. I need assurance in writing from Ancestry (not from a contractor) that this will not happen. I do not have the original order # handy, but the new one they insisted was necessary today is listed below.