DNA Held Hostage at 23andMe: Consumers Say It’s Hard to Delete Data
As 23andMe heads into bankruptcy, consumers complain they can't get their accounts or genetic data deleted despite repeated attempts.
Genetic testing promised consumers a new way to learn about their ancestry and health risks. However, for many 23andMe users, the biggest issue now, as the company is navigating bankruptcy proceedings, is how to make their data disappear. A growing number of users report they are unable to delete their personal data or even reach a live person for help.
On March 31, 2025, Federal Trade Commission Chairman Andrew Ferguson issued a public letter expressing concern over the potential sale or transfer of consumer data during 23andMe’s bankruptcy. “Consumers should be able to trust that companies will keep their promises, including when it comes to handling sensitive information,” Ferguson stated.
That trust is being tested. On PissedConsumer.com, multiple users have reported their struggles trying to remove data from the site. One reviewer said,
“I was told that I would be receiving an email this morning for my confirmation to delete my data. The person never followed up with me.”
“With the latest news, when trying to delete my account through customer service, I am unable to get ahold of anyone—a chat person, a real person, etc. It should be illegal to prohibit people from deleting their accounts and getting their data/DNA information off of their servers.”
These frustrations reflect a broader trend: users feel locked out of control over their own genetic information. Many can’t start the deletion process because they are unable to log in, and if they’ve lost access to their associated email, they hit a wall. One person noted,
“No answer after waiting 42 minutes. I want to delete my profile and have no access to the email associated with the account. Need another way to login.”
Based on the 23andMe reviews, we can identify the common issues that consumers face:
Long wait times and no follow-up
Inaccessible or non-responsive customer service
Technical issues logging into accounts
Unclear next steps for deletion when normal login methods fail
“I'm concerned about my DNA data. … I just want my data deleted and gone. I want my account closed, too.”
That sentiment highlights the unease many now feel over having their DNA stored with a company in financial distress.
What can consumers do?
Submit a deletion request via the account settings page. If you have access to your account, you can find the data deletion form under Privacy/Account Settings.
Document all communication. Save screenshots and email exchanges to show a record of your attempts.
Email privacy@23andme.com. Use this dedicated email address for privacy-related requests.
Write a 23andMe review. If you don’t receive a response, you can share your issue with fellow consumers on online review platforms like PissedConsumer.com.
Request account closure in writing. If login isn’t possible, provide identifying details and explain the situation in a written request to customer service.
As more consumers question how their personal data is handled, companies need to step up—not just by improving their policies, but also by being more responsive to concerns. Genetic data, in particular, is extremely sensitive and personal. Consumers deserve quick, helpful support and clear, easy ways to take back control of their own information.
Have you used the 23andMe services? If you have, were you successful in deleting your DNA data?