Once upon a time, back when customer service meant something, having one’s Ancestry.com come up for renewal meant that you would get a phone call from an actual person. That was long, long ago, back when dinosaurs roamed the earth and pterodactyls filled the sky. More recently, such communication was limited to an email notification.
You know where this is going, don’t you? Of course you do. Ancestry.com claims that they sent an email on the first of January to notify me that my credit card would be charged in February. I never received this alleged email. And Ancestry – need I mention? – does not particularly care.
My intention had been to downgrade to the US-records-only level, since that is really all I am using Ancestry for at this time and I could use the money for other things. But, since I did not advise them of this within seven days after the charge posted, there is no option except to cancel my existing six-month sub ($149), receive a credit of $124, and re-subscribe at the lower level.
But wait, you say, $149 and $124 are two different amounts, the credit card statement says the charge only posted ten days ago, what is the reason for the discrepancy? Why, that’s the penalty because I missed the seven-day window.
I have subscribed to Ancestry.com almost from its earliest days. It was a useful service then. Every much-heralded “improvement” has made it less so. (And has anyone ever received a response when attempting to contact someone who has posted a family tree on Ancestry?)
Since there’s little point to changing the existing subscription under these circumstances, I may as well keep it for the current term. After which, I shall probably drop it entirely. Way to lose a long-time customer, Ancestry. You go. (Preferably far away from me.)