Complaints

• Initial Complaint

  01/17/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Years ago (2016 or 2017), I received a 23andMe kit. My kit was gifted to me but my DNA information was not put under my own account - rather, my ex-boyfriend filed all of my information under his own account. I contacted 23andMe in 2024 about finding and removing my DNA information because I have no access to it and it makes me uncomfortable to know an unauthorized person has access to my medical information. The first time I emailed, they never responded after weeks of waiting, so I called. I called and they said the ticket would be escalated to a higher up person and I would be contacted within a week. I was never contacted. I called again a couple months later - they said it would be escalated and I was never contacted. I've tried to email again - no contact. I would like them to provide resolution or conclusion regarding this issue and ideally delete all of my data within their company.

  Business response

  01/22/2025

  Hello,

  We are sorry to hear that you have not yet received a response to your request. We have been experiencing an increased volume of account access-related inquiries. A supervisor has reached out to you at the email address listed on your complaint. Please locate a new email from **************************************** Your ticket number is 6421439. 

  Since your kit was registered to an account that you do not have access to, we will need to verify your identity before we can assist you with a profile transfer. Our email will include detailed instructions regarding our Account Identity Authentication process.

  We look forward to being able to assist you further.

  Sincerely,

  The 23andMe Team

• Initial Complaint

  01/09/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Original date of communication through email: 12/23/2024 Purpose: Update my email address After first contact, there have been multiple contacts: 12/24/2024, 12/25/2024, 12/27/2024 (two emails from them and me), 12/29/2024, 12/30/2024, 12/31,2024 (two emails), 1/4/2025, 1/5/2025 (two emails), 1/8/2025, and 1/9/2025 (3 emails), all trying to update my email address. They keep sending information to my old email address that I no longer have access to. I have been communicating with them through my new email address. The problem: the will not change my address unless I send them a copy of my ID card along with my home address, signature, etc. Due to their enormous security breach from 2023, I do not feel comfortable giving them a copy of my ID. I would like my email address updated through the normal process that I have used in the past with other companies: traditional security questions, ***, etc. They refuse to update me email address unless I send them a copy of my ID. I asked to speak to a supervisor and was told the only communicate with them through email, thus, my 3 emails I received today. I asked to close my account completely, but they cannot do that since I do not have an active email address. Very frustrating. I opened my account in 2018 without a copy of an ID. I do not see the relevance of giving them a copy of my ID now since they do not have anything to compare it to, but collect more information. Please help me, and notify others of this problem. Any suggestions would be greatly appreciated.

  Business response

  01/14/2025

  Hello,

  Our ************* team has been corresponding with you since December 23, 2024, providing you with information we need in order to give you access to your 23andMe account. Since you no longer have access to your original account email address, we will need to verify you as the account owner through our Account Identity Authentication process in order to provide you with access or delete your account. 

  Please note that the copy of your photo ID only needs to reflect your first name, last name, birthdate, signature, and the expiration date. If you would like, you can censor all the other information shown on your photo ID. We would like to emphasize that privacy is a top priority for 23andMe. The Account Identity Authentication process is in place to protect customer data and to ensure that we are providing account access to the correct individual. We can assure you that our use of the information you provide will be used according to our Privacy Statement and only for the limited purpose of confirming your identity as the owner of this account.
  
  If you have any questions, please respond to your existing ************* ticket (#******** or send us another email at *****************************************************************.

  Sincerely,

  The 23andMe Team

   

• Initial Complaint

  01/08/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I paid $199 on 10/13/2024 for the 23andme kit. I received an email on 10/19/2024 indicateing my kit was registered. I received an email on 10/25/2024 indicating my saliva sample was received. I received another email 10/26/2024 indicating my DNA was being extracted and my genotyping results are expected by 11/15/2024.I have received no more emails from the company since. I have checked the status on a regular basis only to find it has been in the reviewing process since 10/31/2024.I contacted the company 1/6/2025 and the person said they would make it a priority. I told them I feel scammed as I paid for a service that I was told would be provided in November and I have not received that service.

  Business response

  01/14/2025

  Hello,

  We apologize for the delay in providing you with your 23andMe reports. We are pleased to let you know that your results are ready to view within your account. You were also notified in a response to your existing ticket (#*******).

  While results are typically available within 3-4 weeks from the date a sample is received by our laboratory, processing times may vary. There are instances where samples need to take additional steps to meet our quality standards.

  If you require any further assistance, please don't hesitate in responding to your existing ticket.

  Sincerely,

  The 23andMe Team

  Customer response

  01/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  01/08/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cannot log into my account because my email address has changed. I completed all necessary paperwork and sent it in along with a copy of my drivers license, I have yet to be able to get into my account. Thus has been going on for 5 months and is ridiculous. I paid several hundred dollars and cannot get into my own account anymore. Please refund my $250 or let me back into my account!

  Business response

  01/14/2025

  Hello,

  We apologize for the delay in responding to your request, as we have been experiencing an increased volume of account access inquiries. One of our team members has been corresponding with you about transferring your profile to a new account. Further instructions have been provided in your existing ticket (#*******). Please locate a new email from *************************************** in your inbox. If you require any further assistance, please let us know by responding to your ticket.

  We look forward to being able to assist you further.

  Sincerely,

  The 23andMe Team

  Customer response

  01/15/2025

   
  Complaint: 22776448
  
  I am rejecting this response because I am trying to log into my old account that has the email ***********************************.

  i cannot access this email any longer.  Several months ago I was told to create a new account so my results could be transferred. I also sent a copy of my drivers license as proof of my identity.
  

  Whomever responds has no clue what I am requesting now. Are they from another country? You have stated you have a problem with people accessing their accounts. This is a company problem as you required authentication from an email I no longer have.

  if I cannot get into my account, I request a full refund.

  
  Sincerely,
  
  **** *******

  Business response

  01/22/2025

  Hello,

  Our records show that you were able to call our ************* team on January 21, 2025 and received assistance with completing the profile transfer. If you require any further assistance, please don't hesitate in giving us a call back or by responding to your existing email tickets. 

  Sincerely,

  The 23andMe Team

• Initial Complaint

  12/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  received DNA testing kit, followed instruction registered kit, was monitoring the progress through my 23andme account online last message was I receive through my results23andme would have results online December 17, 2024. I have been checking and calling, emailing to no avail. They keep telling me I requested them to cancel m account, which is not true they were suppose to cancel the demo account but instead they cancelled both accounts. I am still logging in every day waiting on my DNA report but it was never releases to me. I feel this is fraud, I been calling and emailing with no resolution. Why would I cancel my account before I would receive my results. Each time I call i get same 2 reps saying they going to send it up to a department to correct the problem, no one calls or email with solutions, I'm frustrated and upset bad customer service, nad. business.

  Business response

  01/02/2025

  Hello,

  We understand that your 23andMe account was deleted. Please note that an account deletion will result in the invalidation of your sample kit. Only an individual with access to your account email address and password can initiate a deletion from within the account. A supervisor has followed up with you via email to offer assistance with a replacement. Please locate a new email from *************************************** within your existing ticket (#*******).

  Sincerely,

  The 23andMe Team

• Initial Complaint

  12/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid, received kit, sample submitted and day of results account locked, inaccurate misleading information, bad policy and customer support. Requested account to be deleted

  Business response

  12/24/2024

  Hello,

  We're sorry to hear you are disappointed. We could not locate an account under the email address associated with this complaint. Please provide us with more specific information about what features you are dissatisfied with so we can better address your concerns. You can email us at *************************************** or give us a call at **************. Our ************* Team is available Monday to Friday from 6am to 7pm Pacific Time and Saturday to Sunday from 8am to 12pm Pacific Time.

  We look forward to being able to assist you further.

  Sincerely,

  The 23andMe Team

• Initial Complaint

  12/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My wife got us 23andMe kits for Christmas on December 14, 2024. When you complete the test and access the information, you need to register your credit card for the "Premium." They continue to email you updates and offers every 10 days to fill up your inbox with spam to ensure that one year later when they send you the Premium cancellation notice, it goes unseen. On December 14, 2025 I was charged $69 for annual subscription to the ****************** I called the company to ask for a refund because I went in and cancelled my membership immediately after noticing on December 19, 2024 and informing them I have no need or intent to continue with ********* services. Of course they said there's nothing they can do. All of these subscription services are out of control.

  Business response

  12/24/2024

  Hello,
  
  We understand your 23andMe+ Premium membership renewed and you are requesting a refund. We have reviewed your 23andMe account and can confirm a renewal reminder email with the subject line, "A friendly reminder about your 23andMe+ membership," was successfully sent to your inbox on Nov 14, 2024 2:33pm UTC. However, it appears you did not take action on this membership before the renewal occurred.
  
  Our records indicate that you registered a sample kit that included a prepaid year of 23andMe+ Premium. When you activated this prepaid year of 23andMe+ Premium, you were informed that it would automatically renew each year and that the membership is non-refundable. This is stated on the activation page as well as the Membership Terms, which you agreed upon when completing this action. 
  
  According to our records, you cancelled the auto-renewal for your 23andMe+ Premium membership after it had already renewed. You will retain access to the reports and features included in the membership until the end of your billing cycle, on December 13, 2025. At the end of your billing cycle, you will lose access to the 23andMe+ Premium membership reports and features. However, you will still have access to all of the reports and features included in the Health + Ancestry Service.
   
  23andMe+ Premium is non-refundable. Please see our full refund policy at the following link: ***************************************************************************
   
  Sincerely,
  The 23andMe Team
  

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying for months to get my daughter's (who is a minor) account email address changed. The email address on the account is incorrect and no accessible and we can no longer access her 23andMe account. I have tried for months calling and chatting with them online to do this and nothing has been resolved. I would like to shut her account down and have the money I paid refunded to me, because I don't have access to it and they have no desire to resolve this issue at this time.

  Business response

  12/18/2024

  Hello,

  We sincerely apologize for the delay in responding, as we have been experiencing an increase in account access requests. A supervisor has responded to your existing ticket (#*******) with the information we need in order to verify your identity and give you access to your child's 23andMe account. Please locate a new email from *****************************************************************. We look forward to being able to assist you further.
  

  Sincerely,
  The 23andMe Team

• Initial Complaint

  12/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Results were not provided in a timely manner according to a timeline provided by the company . No further responses or communication regarding the delays.

  Business response

  12/16/2024

  Hello,

  Our records show that your reports have since been loaded to your online 23andMe account and we apologize for the delay. Results are typically available within 3-4 weeks from the date a sample is received by our laboratory; however, please keep in mind that processing times may vary. For example, there are instances where samples need to take additional steps to meet our quality standards.
  
  Should you have additional inquiries you would like to discuss with a representative, please do not hesitate to contact us through our live support channels. To know more, you can visit this link: ******************************************************************************
  

  Sincerely,

  The 23andMe Team

• Initial Complaint

  12/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a 23andMe genetic report done some years ago I am now concerned around privacy issues arising from the leaks, security issues or winding up or sale of 23andMe and what may happen to my data *************** I requested my account be closed and all personally identifiable data be deleted including genetic information was told this takes 30 days to complete - which is fine I followed up in 30 days and was told this was done - but that acc to terms and conditions the company has retained my genetic data on file the justification given for this was that it is required in order for them to maintain their laboratory regulatory approvals - see email for specifics however, It does not sound credible to me that any laboratory approvals body would require a company to store customers data from test taken over 7 years ago. A year perhaps 2 ********** seems more likely t me that the companies business model relies on mining that customer data or selling it or insights derived from it to 3rd parties and that they therefore wish to retain it. So I asked the representative to point me to where exactly in the standards quoted it stated that this must be done. At that point they simply stopped responding to my emails - despite chasing 4 times ( email replies had been within 24hrs to that point and its now been over 1 week ) I believe Even so called anonymised genetic data is personal information on the basis that it is unique to the individual and therefore represents personal identifiable information as per the **** As such I believe under European law - individuals have the right to have this data fully deleted and require the company to do so without further delay or bogus justification or blocking tactics.Unless they can demonstrate that the standards quoted really do require them to keep customer data for over 7 years I believe this practice should be stopped and privacy terms adjusted to remove the bogus justification deletion ref given - see below

  Business response

  12/18/2024

  Hello,

  We understand you would like further clarification about the deletion process. Currently, customer data is housed and processed within ***************** and may therefore be bound by US Laws with respect to data protection and privacy.

  To clarify, once you confirm your request to delete your account, we will delete your data from our systems and discard your sample(s) within 30 days, unless we are required by law or regulation to maintain data for a given timeframe. Our deletion process is outlined within our Privacy Statement and is provided to individuals at the beginning of the registration process. Individuals are required to acknowledge and agree to 23andMes Terms of Service and Privacy Statement if they wish to partake in the Services.

  Additionally, the Genetic Information required to be retained for a limited period of time is de-identified and archived. 23andMe and its contracted laboratory are based in *****************, and are subject to certain legal obligations, such as the federal ******************* Improvement Amendments of 1988 and California laboratory regulations. The de-identified and archived Genetic Information may be retained under GDPR Article 17 (3)(e) for establishment, exercise or defense of legal claims.

  For more information about our use of Personal Information and our deletion processes, please refer to our Privacy Statement: ******************************************************************
  

  Sincerely,

  The 23andMe Team

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩