No new matches in FamilyFinder in two months

[cousin Karl]

I uploaded a dataset to FamilyFinder on Sept. 29 2015 (kit B76576) and paid the $39. This person has deep roots in New England and 100 pages of matches, but she hasn't shown a single new match since the initial upload. Since that time her 2nd cousin (my mother) has about 35 new matches. I called FTDNA and was told there's no problem, but I don't believe it. I requested to have the data set deleted so I could upload it again. They said they would do it a week ago and then send me an e-mail, and I'm still waiting. Maybe I'm wrong, but how many more months do I have to wait before they help me if I'm not?

[maysdream]

Similar situation. My son's AncestryDna transfer was completed on September 30th and he hasn't had a single match since then. He has multiple family members on both sides tested here who all have matches since then. (2 Aunts, 1 Uncle, 2 1st cousins and Mother). I would think he would share at least one of the new matches with one of them.

[cousin Karl]

Suggestion

I suggest you call them on Monday, write down the name of the person you talk to and their contact information, tell them your problem and that another person on their blog is reporting the same problem, tell them you want to have the data deleted so you can reupload it without having to pay another $39, ask them when it will be done, and take a screen shot of your home page. Maybe I'm too impatient and they will follow through on what they promised, but unless you hold their feet to the fire there is no way to follow up on a complaint.

[cousin Karl]

update

I called FTDNA again on Monday to request the kit that didn't have any new matches in two months be deleted. It has now (Friday) been deleted, the data re-uploaded, and the new kit has 6 pages of new matches. The $39 is being transferred to the new kit. The person who helped me was very friendly.

[maysdream]

I suggest you call them on Monday, write down the name of the person you talk to and their contact information, tell them your problem and that another person on their blog is reporting the same problem, tell them you want to have the data deleted so you can reupload it without having to pay another $39, ask them when it will be done, and take a screen shot of your home page. Maybe I'm too impatient and they will follow through on what they promised, but unless you hold their feet to the fire there is no way to follow up on a complaint.

I called today and they told me "data assurance" would look at my son's kit.