Claire C.

Absolutely awful.
Signed up for the two week free trial and expected to be charged £19.99 a month after that. So to my horror £99.99 was pending from PayPal account I phoned PayPal to cancel the transaction and they also suggested I also phone Ancestry to get confirm the refund. So I call the helpline to be on hold for over 45 minute. I do understand that volumes of calls can be high and that the lady on the phone was very helpful and did confirm the refund and apologised for their fault. The problem I do have is that a few days later I received a message from my phone provider. There is additional charges of £96.59 for calling ancestry. At NO POINT of me being on hold did any of the recorded messages state anything about being charged per minute for the phone call. I would like to think ancestry would do something to rectify this issue as if it wasn't for their mistake in the first place I would not of had to call them.