Ana Marie (8/7/2023, 4:17:25 AM): Thank you for contacting Ancestry Support!

Please
allow me a moment to review your question and respond.
Ana Marie (8/7/2023, 4:17:56 AM): Hi! Diana, my name is Ana and I am more than
happy to assist you with your concerns for today.
Diana (8/7/2023, 4:18:38 AM): Hi Ana Marie, Thank you. Please look into my account
history.
Ana Marie (8/7/2023, 4:19:20 AM): To confirm, you wanted to cancel your membership
and have a refund?
Diana (8/7/2023, 4:20:36 AM): I was already approved and given two refunds… for two
payments I didn’t know I was being charged. Because of all these charges(it also
happened last year) my husband canceled the card. I.
Ana Marie (8/7/2023, 4:21:55 AM): I see, I am sorry for what happened because your
are not aware of these charges, let me check your account first and let me see
what best I can do.
Diana (8/7/2023, 4:22:21 AM): i was given one refund going back one payment ( all
they would allow) and it happened previously so the person I was on phone with
talked to supervisor and they ok one more month refund😇
Ana Marie (8/7/2023, 4:23:32 AM): I understand, let me check your account what
would be status.
Please allow me to pull up your account for around 2-3 minutes. I appreciate your
patience.
Diana (8/7/2023, 4:25:30 AM): So refund for two monthly payments. But the card I
had on file on account my husband canceled because we legitimately didn’t know we
were being charged. There were like five charges last year and about the same this
year. My dad died and my aunt and uncle. So I signed up for free 7 day trial
membership but I didn’t know it went to a subscription. I was distraught and
grieving.. looking for answers through my ancestors..
Ana Marie (8/7/2023, 4:25:53 AM): Thank you for waiting. I have successfully
located your account. Before anything else, we also want to thank you for doing
business with us. We truly appreciate the time and effort you've invested in
Ancestry. We're sorry to hear you got but hopefully you will come back in the
future.
Ana Marie (8/7/2023, 4:26:07 AM): As per checking, there is no charge to your
account this time.
Ana Marie (8/7/2023, 4:26:25 AM): May I kno how much is the charged and when is the
billed date?
Diana (8/7/2023, 4:27:17 AM): No it was canceled but I was issued two refunds but I
did not receive them because my card was canceled so that you could not keep
charging us.
Ana Marie (8/7/2023, 4:28:19 AM): I undersatand, I need to find the charged that
transaction for me to see the status that was refunded to you.
Ana Marie (8/7/2023, 4:28:34 AM): Is the charged was from credit card or PayPal?
Diana (8/7/2023, 4:30:23 AM): I think it was $39.99 or $49.99 a month. They gave me
refund for June and July this year I believe. I can check my email if you need me
to.
Diana (8/7/2023, 4:31:39 AM): Visa Credit card number ending in #6470
Diana (8/7/2023, 4:32:46 AM): I put a new card on my account visa credit card #
7016 so my refunds can be added to it
Ana Marie (8/7/2023, 4:33:24 AM): I need the first six and the last four digits for
the card that has been charged. Please.
Diana (8/7/2023, 4:34:12 AM): The card was canceled because we really didn’t ok
those charges , we didn’t know we were being charged. I just did free trial. Then
we looked and last year was charged 5 months in a row and didn’t know it.
Ana Marie (8/7/2023, 4:35:20 AM): I see, mostly of our membership will renew
automatically unless if it is canceled. I am sorry if you are not aware of it.
Ana Marie (8/7/2023, 4:35:35 AM): Do you have another email for me to help locate
the charge?
Diana (8/7/2023, 4:36:06 AM): So I was approved for two refunds for those monthly
charges. It was supposed to be for July this year and for one month from last year
but I would imagine they probably just went back two months and gave me refund for
June and july
Diana (8/7/2023, 4:37:31 AM): The emails I have are [email protected] and
[email protected]. It is probably the dnow8819@ gmail
Ana Marie (8/7/2023, 4:37:47 AM): Have you tried to contact your bank to verify if
you received the refund that was promised to you?
Ana Marie (8/7/2023, 4:37:57 AM): Let me try check these emails.
Ana Marie (8/7/2023, 4:38:02 AM): Please bear with me.
Diana (8/7/2023, 4:40:07 AM): We are with a credit union bank and yes I checked…we
didn’t receive it.
Ana Marie (8/7/2023, 4:40:25 AM): May I have your full name and postcode, please?
Diana (8/7/2023, 4:41:24 AM): Leonard Nowakowski 44303 is the credit card
information.
Diana (8/7/2023, 4:42:01 AM): My name is Diana Wagner Nowakowski
Diana (8/7/2023, 4:43:49 AM): The card is Leonard Nowakowski visa # 6470 exp date
6.25
Ana Marie (8/7/2023, 4:44:56 AM): Thank you. I have located another account t this
email, [email protected]. Please give me 2-3 minutes if there is a refund that has
been processed.
Diana (8/7/2023, 4:47:05 AM): Two refunds….The new card on account is #7016 exp
6.25
Diana (8/7/2023, 4:48:28 AM): Thank you Ana Marie
Ana Marie (8/7/2023, 4:52:11 AM): Yes, I am here.
Diana (8/7/2023, 4:52:37 AM): Thank you …keeping our connection
Ana Marie (8/7/2023, 4:53:44 AM): As per checking it has been canceled completely
on Jul 26, 2023 and refunded as well.
Diana (8/7/2023, 4:53:44 AM): Do you see my refundS? Two monthly charges we’re
supposed to be refunded
Ana Marie (8/7/2023, 4:53:58 AM): Refund Total
$59.99
Ana Marie (8/7/2023, 4:54:04 AM): Refund Type
FULL_REFUND
Ana Marie (8/7/2023, 4:54:10 AM): Created Date/Time
Jul 26, 2023
Diana (8/7/2023, 4:54:20 AM): $59.99 two times
Diana (8/7/2023, 4:55:02 AM): $59.99 was one monthly payment that I did not
receive. Look back to 2022
Ana Marie (8/7/2023, 4:56:22 AM): Yes, I see also a charged before that and it has
been refunded.
Ana Marie (8/7/2023, 4:56:55 AM): The charged you had on Jul 25, 2023 has been
refunded and on June 30, 2023.
Ana Marie (8/7/2023, 4:57:20 AM): Actaully, refund will be posted back to the
orginal method of payment.
Ana Marie (8/7/2023, 4:57:38 AM): Payment Type:
CreditCard
ccNum:
XXXXXXXXXXXX6470
Ana Marie (8/7/2023, 4:57:49 AM): Is that the card you are still using until now?
Diana (8/7/2023, 4:59:24 AM): No that card was canceled, I have not received those
refunds. Two charges for $59.99
Diana (8/7/2023, 5:00:26 AM): Do you understand? That is why I am chatting with you
Ana Marie
Diana (8/7/2023, 5:01:57 AM): Can you please put my refunds onto the card on file
now? # 7016 but I think it is connected to email [email protected]
Diana (8/7/2023, 5:02:12 AM): I can give you my full card info now
Ana Marie (8/7/2023, 5:02:35 AM): I understand that you were not able to refund the
refund which is why I ask if is that the card you are using right now because
refund will be posted back to the original method payment. I suggest you to contact
you bank so that the refund that was procesed and post to your old card will be
transfer to your new card that you are using right now.
Ana Marie (8/7/2023, 5:03:16 AM): I gurantee you that it has been processed on my
end. The reference number of these two charges are listed below:

455208369
453001764
Ana Marie (8/7/2023, 5:04:25 AM): Only the bank can transfer the funds to your new
card. I assure you on Ancestry's end, we did processed it/.
Diana (8/7/2023, 5:05:54 AM): The bank said I have to have you send to my current
card. That other card was canceled. They called it fraud from ancestry.com
Ana Marie (8/7/2023, 5:07:21 AM): Oh, I am sorry of they referred you back to us.
Let me see if there is any other way because I assure you that we have been
refunded it.
Diana (8/7/2023, 5:08:51 AM): When I talked to last guy…he said this sort of thing
happens all the time. 7 day free trial gets ancestry.com lots of money from
unsuspecting people. Not your fault. But all those charges we did not know about
or approve.
Diana (8/7/2023, 5:11:38 AM): Thank you, Ana Marie
Ana Marie (8/7/2023, 5:14:02 AM): You are welcome. Please give me 2-3 minutes of
your time.
Diana (8/7/2023, 5:14:54 AM): I will wait
Ana Marie (8/7/2023, 5:17:23 AM): Thank you.
Diana (8/7/2023, 5:19:16 AM): Still here…just keeping our line open
Ana Marie (8/7/2023, 5:23:20 AM): Thank you so mcuh for waiting and I am sorry for
taking much of your time. I already exhausted all my tools and resources here but
there is no option for me to transfer the refund from your old card to your new
card because it has been posted to your old card number. I have encuntered this
kind of case to our member not just you but we refer them to the bank because they
are the only one who has the ability to do it since it is been refunded.
Diana (8/7/2023, 5:23:48 AM): Ok…you
Diana (8/7/2023, 5:24:32 AM): But you should tell people to call the card company
right?
Diana (8/7/2023, 5:25:06 AM): I will call card company next
Ana Marie (8/7/2023, 5:25:14 AM): Yes, because we don't have an option to change if
it has bee refunded.
Diana (8/7/2023, 5:26:13 AM): Thank you Ana Marie. Thank you very much for all your
effort. I do appreciate you trying your best. It means a lot…
Diana (8/7/2023, 5:26:52 AM): You have a good day. Thank you again.🙏
Diana (8/7/2023, 5:28:31 AM): Over and out Ana Marie…next person…wow I could not do
this all day. You are patient and kind.
Ana Marie (8/7/2023, 5:28:53 AM): Thank you so much as well for your kind and
understanding, if there is an option for me to do it for you. I will do it, but
sadly there is no option. I am very sorry I was not able to help you this time.
Diana (8/7/2023, 5:30:40 AM): Yes, but not for lack of effort.Your hands are tied.
I understand😇 I am sure I will have better results calling the card company. That’s
where the money must be.
Diana (8/7/2023, 5:31:04 AM): Good day.