It's not just you. GenealogyBank has an F rating from the Better Business Bureau for a reason. Seriously, the BBB has processed over 111 complaints against their parent company in the last three years, and their Trustpilot score is a dismal 1.4 out of 5 stars. Most people are fed up with the same issues: surprise unauthorized charges after a trial ends and the near-impossible task of trying to cancel a subscription. It feels like they make it difficult on purpose. If you've been hit with a surprise bill or can't get a response from customer service, you're in the right place. This guide is for anyone who's done being patient.
How to File a Complaint with GenealogyBank
Best ways to complain to GenealogyBank
| Contact Method | Details & Availability | Why use this instead... |
|---|---|---|
| Phone | 1-866-641-3297 (Mon-Fri, 9 am - 5 pm ET) | Best for urgent billing issues where you need to speak to a person, but be prepared for long hold times. |
| Email Form | Contact Us Page | Good for creating a paper trail of your complaint. You'll have a record of your message and their response (or lack thereof). |
| Social Media | Facebook Page | Use this for public complaints. Companies often respond faster when their reputation is on the line publicly. |
Estimated Response Times from GenealogyBank After Complaining
Good luck getting a quick answer. It feels like they want you to give up.
| Method | Expected Wait Time |
|---|---|
| Phone | Immediate to 45+ minutes on hold |
| 3-7 business days, if they reply | |
| Social Media | 1-3 days |
Tips for a Faster Response
🔍 Tips to Get a Quicker Response from a Complaint
- Call right at 9 am ET when their lines first open.
- State your account number and the exact issue in the first sentence of your email.
- Mention that you are documenting all communication for a potential chargeback or BBB complaint.
What to Do When Your Complaint is Ignored
How to Escalate Your Complaint
If GenealogyBank is ignoring you or refuses to help, your best next step is filing a complaint with the Better Business Bureau (BBB). It's a formal process, but it gets their attention. The BBB acts as a mediator and will forward your complaint to the company for a formal response. GenealogyBank will likely respond to protect its (already poor) rating. BBB works, but prepare to wait. It can take a few weeks to get a resolution.
To start, go to the BBB website and search for "NewsBank, Inc." (their parent company). You'll need to provide details of your complaint and what you've already done to try and resolve it.
Complaint Email Template
Email Template to Complain to GenealogyBank
Subject: Formal Complaint: Unresolved Billing Issue on Account [[Your Account Number]]
To Whom It May Concern,
I am writing again to resolve an issue with my account. Despite my previous attempts to contact support on [[Date]], my problem remains unsolved.
On [[Date of Charge]], my account was charged [[$Amount]] for a subscription renewal that I did not authorize and had already attempted to cancel. Frankly, having to spend my time chasing this down and dealing with this unexpected charge has been incredibly frustrating.
To resolve this, I require you to issue a full refund of [[$Amount]] to my original payment method immediately and confirm in writing that my subscription has been terminated.
If I do not receive a satisfactory response and confirmation of the refund within 48 hours, my next step will be to file a chargeback with my credit card company and submit a formal complaint to the Better Business Bureau.
Thank you for your prompt attention to this matter.
[[Your Name]]
Additional Helpful Tips to get Your Complaint Resolved
Pro Tips for Making Your Complaint Heard
- Use the magic words. In your email or call, calmly mention the terms "chargeback" and "BBB complaint." These phrases often get you escalated to someone who can actually solve the problem.
- Go public. Post a short, polite summary of your issue on their Facebook page. Tag them. A user on the BBB site mentioned they only got a refund after posting publicly.
- Keep a log. Note the date, time, and name of every person you speak to. If it's an email, save it. This paper trail is your best weapon if you need to escalate.
- Request a confirmation number. Whether you cancel or get a refund promise, ask for a confirmation number or email. Without it, it's your word against theirs.
Let Pine AI Help Raise the Complaint to GenealogyBank
Tired of getting hit with surprise renewal fees from GenealogyBank? Or spending your lunch break on hold just to be told to send an email? Sound familiar? It's a common story on their BBB page. Pine AI handles the frustrating back-and-forth for you. We'll chase down the cancellation and fight for your refund so you don't have to. No more waiting on hold or refreshing your inbox for a reply that never comes. Let us deal with the headache.
Frequently Asked Questions about GenealogyBank Complaint Filing
What if GenealogyBank doesn't reply?
Can I escalate my complaint legally?
Are there lots of people leaving GenealogyBank?
Is this the right phone number to contact GenealogyBank?
What's the easiest way to cancel a subscription with GenealogyBank?
Other ways that I can contact the GenealogyBank?
Why was I charged after my 7-day trial?
Olivia Harper
Content Manager
Olivia Harper, a Content Manager with nine years of experience, creates user-focused guides on subscription services. Featured in Digital Consumer Reports, her work simplifies subscription terms and cancellations.
