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Ancestry did not cancel my account after submitting an online request. They continued to bill me.
This is my timeline:
September until cancelation of free trial on October 4: I signed up for a free account in September. It was set to renew on Oct 4, and I canceled the renewal online on Oct 4th.
October 4: Unfortunately, I was naive, assuming that Ancestry would honor that request. Today, I see that on October 4th, Ancestry renewed the subscription I had canceled and charged $87.35.
November 11: On November 11, I was looking at my debit card account and saw a pending charge from Ancestry for $87.35. I immediately got online to cancel my account AGAIN. As I completed the cancelation process, I was informed that I would have to pay $26.63 for cancelling at that time. I had no idea what that was about.
I immediately called customer service, and talked with Marben. I tried to explained what was happening, and he followed his script. Nothing was resolved. I told him I saw two pending charges, for $26.63 and $87.35 and that I wanted both of them canceled. He told me that he could only see the charge for $87.35.
I asked him to stop the charge for $87.35. After a long hold, he returned to me and told me it had been canceled. I asked him how he did it, wanting to get a reference number, but he appeared not to understand what I was asking. At this point, I had no more time to deal with this issue and had to move on with my day. The call concluded.
Today, I check my account and see that Ancestry has charged me both $26.63 and $87.35.
I have no intention of allowing this to stand. I canceled my free trial before it could renew. I had no intention, and I have no intention, of continuing association with Ancestry after this type of mishandling of my finances.
I demand reimbursement for the following charges that occurred even after I had signed into my account and cancelled the renewals:
$87.35 (October 4)
$87.35 (November 11)
$26.63 (November 11)
201.33
Desired outcome: I demand reimbursement for the following charges that occurred even after I had signed into my account and cancelled the renewals:$87.35 (October 4)$87.35 (November 11)$26.63 (November 11)201.33
These screen shots show that I was charged even after canceling my free trial. The moral of the story here is to always take screen shots of the process of going through canceling subscriptions via online platforms.
