Ancestry review: Lost DNA results

My name is Daniel Rock. I am writing in behalf of my aunt. She submitted a DNA sample in 2021under the name Mary Belle Neatherlin. She stopped using Ancestry around February 2022. Then when she was going to rejoin around August or September of 2022 she was told that her files had been lost. The code for her sample was H9K-8F7Q-2U5G-2L3P.

I do understand that errors can happen with computers or programing. I am not frustrated with this occurrence taking place. What I am upset about is how she was treated after the fact. She was told that there was nothing that could be done, her results were just lost. At no time did anyone offer a solution to her issue. No one apologized and tried to correct the situation by simply sending her a new DNA test free of charge. I wouldn't think this kind of error happens that often. Ancestry is a massive company who hires very talented people. I wouldn't think that sending a free DNA test to a little old lady would break the bank. Yet no one helped. Even trying to reach out to Ancestry is difficult due to the fact that the online help center is completely computer generated to answer question. Plus, on the website a person can't even find an email address where one can voice their specific needs. I love using Ancestry very much. I have been a member of and on for many years. I speak highly of the service to others. I would like to continue to do so. Ancestry should have her email address. They also have my information if anyone wants to email me. Since there are many with my name my email address starts with dw*@hotmail.com. It should be noted that my aunts home mailing address has changed since then. If Ancestry would like to send her a new DNA test kit, they should email her or myself and ask what shipping address it should be sent to. Thank you for your help to whomever is reading this.