I deeply regret ever trusting FamilyTreeDNA with my grandmother’s genetic data. I accidentally uploaded the wrong autosomal DNA results to her account and immediately submitted a removal request. I was assured it would take just a couple of weeks. That was over a month ago, and not only has the data still not been removed, but the company has completely ignored every single one of my follow-up emails.I’ve contacted them multiple times for status updates and have received zero response. No acknowledgment, no timeline, no resolution—just silence. This is not just poor customer service; it’s negligent and disrespectful.To make matters worse, I purchased an mtDNA test for my grandmother through her account, and she’s now unable to take or submit the test because FamilyTreeDNA refuses to remove the incorrect upload. So not only are they holding her data hostage, they’re also blocking access to services I paid for.This experience has been a nightmare. If you value transparency, responsiveness, and basic professionalism, do not use FamilyTreeDNA. Their failure to act and communicate is inexcusable.Update after response by business: False claim to resolve issue. They never reached out to me. They still haven't responded to my previous emails requesting an update on the removal of the uploaded DNA file.
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FamilyTreeDNA is a pioneer and leader in the field of genetic genealogy, empowering individuals to explore their roots and connect with relatives through advanced DNA testing. Founded in 2000, we were the first company to offer direct-to-consumer DNA tests for ancestry and continue to lead the industry with our cutting-edge Y-DNA, mtDNA, and autosomal testing.
With a global database of millions of testers, FamilyTreeDNA helps customers break through genealogical brick walls, discover their heritage, and uncover connections across generations. Our mission is to make the journey of discovery accessible to everyone — from casual family historians to professional genealogists.
Trusted by researchers, family historians, and curious minds alike, FamilyTreeDNA offers unmatched accuracy, privacy protection, and customer support. Join our community and say goodbye to brick walls.See more
