General Chat

that is a problem


.... they do say no refund in their new guidelines if you have used whichever level.

I think Jane tried but because she had used the platinum membership, I assume to check out what she got for her money, they said they couldn't help.

Someone asked this question on fb


I am concerned about renewal in April as my debit card's last four numbers have changed. My concern follows reading a thread on the general board called Platinum member, in which a member's bank card had changed and her membership was changed from standard to platinum without her permission, I understand. Please reassu...re me that this will not happen to me should I renew in April. Thank you.




GR replied earlier today:-

#
This will be because we allow existing members to remain on the subscription they originally purchased so long as they do not lapse. Because your card details changed the system has not recognised that you are the same member. If ...you contact support we can put you back on your £7.50 membership.See More
10 hours ago · LikeUnlike
#

Please contact support and we will make sure that your card changing does not effect your membership. We would never move someone from a Standard to a Platinum but as with xxxx's case it may not recognise that you are an existing member.





SO


Jane

It looks as though you should contact GR, lay it all out for them, and see what they say.




sylvia

Any more news?

I don't think Jane wanted to upgrade- it was done for her, when she tried to renew her basic membership!
I look forward to hearing others' experiences before I renew in August.

I think I've heard that once you've changed to an upgraded membership then you forfeit your right to 12 months for the price of 6

Jane was that 6 months or a year? I guess if any more people are conned the members will be leaving in droves. I await my renewal in April with interest.

Yep, and i made the point of not being asked if i wanted to upgrade, they said i couldn't have a refund as i had started to use the platinum membership, fair enough i can't have a refund, but i did state the whole renewing system was a con

This is the message that would have been sent as your renewal had failed due to your card having expired or no longer being valid.

What did you actually say when you wrote to complain? Did you make it clear what you were complaining about? i.e. that you had been renewed as a platinum member, rather than as a standard member?

PS, MGH and Jane, I don't think we have actually got to the bottom of what has happened here.

here here

Hello Jane,

Sorry, we're having trouble renewing your Genes Reunited membership.

The reason we can't continue your membership automatically as you requested is probably because your card has changed or expired.

To renew your membership, grab your credit or debit card and go to our secure payment page here

Membership is £9.95 GBP for 1 year and it takes less than a minute.

You can then continue to send messages to other members and find shared ancestors.

There are now over 215 million names on Genes Reunited.
So renew your membership to discover your family history.

Kind regards

The Genes Reunited Team

THIS IS THE MESSAGE I GOT FROM GR

I was on continuous standard membership for years, until I changed my bank card, then the message from GR read, Sorry but for some reason we can't take your payment from your bank, click here to renew, which i did and that was that, I am a member of Ancestry.co.uk and can view all the census' on that, so i know i wouldn't nedd platinum on GR. I have complained by letter and email as soon as i noticied i was a platinum member , GR are just not interested. The message i got is below

Sounds as if something is wrong there Jane. Is there any chance you clicked on platinum by mistake. Normally if that happens they will refund the money. Are you on continuous membership?

I must admit I have not seen that before when renewing, and have been a member for nearly ten years now.

Presumably you have complained, if so what have GR said about it?

Yes i do feel conned, my point is the message read click here to renew, which i did, it took me straight to my bank details, i entered these in and then continued, it wasn't until I recieved an email to say my payment had gone from from my account, that i realised it might cost me more than £9.95, my point is i wasn't given the choice of membership

Not quite sure what point you are trying to make.

Is it that you feel you were 'conned' if that is the right word, into upgrading from Standard to Premium?

They charged me £49.95 for 6 months, i thought i was paying £9.95 for my original standard membership

I have already had numerous emails from GR when i have made my complaint to them, they are not interested.

No I just follwed a link to renew, wasn't given the option of which membership i wanted, i found out through an email from GR confirming my payment!!!

Did you win the GR competition or something?

Jill