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3.1 19 Reviews 501 Complaints
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MyHeritage Complaints 501

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S
12:37 pm EDT

MyHeritage DNA Test results

I'm not convinced that My Heritage DNA results are at all accurate. I did my DNA test on My Heritage and My aunt on my mother's side, did hers on Ancestry then uploaded the Gedcom onto My heritage.

Now my results came back as 58.3% English, 22.7% Scottish, Irish and Welsh and 19% Scandinavian, when all my ancestors are either Scottish or Irish when tracing back my family tree.

My aunt has similar lineage though more Scottish than Irish. Her DNA ethnicity with Ancestry was 97% Scottish and 3% Irish but on loading the Gedcom to My Heritage ite returned results as 53.2% English, 30.8% Scottish Irish and Welsh and 16% as 2 other ethnicities!

In addition your mapping for England includes all the Scottish border and lowlands region including the whole of Fife and as far up as Glasgow. Given there is the highest concentration of Scottish people living in those areas then this just adds to the feeling that this is a poor DNA database

To me this points to the results via My Heritage being wildly inaccurate.

Stephen Lynch
[protected]@hotmail.com

Desired outcome: Refund

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U
8:35 am EDT

MyHeritage No reply from support center

I have tried to contact the support center at [protected] and [protected] several times without successd.
With immediate effect this is notice to cancel my subscription/membership and I expect a refund for the remaining amount for the period 10 april 2021 to 08 april 2022.
As my email address has changed I am unable to log into my account.

My information is as follows:
Name: Ulrica Stamelius
Birgittavägen 9
Järfälla 17731
Sweden

NEW email address is: grevinnan.[protected]@gmail.com

OLD email addrsess : grevinnan.[protected]@comhem.se

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W
4:18 pm EDT

MyHeritage Unauthorised payments

Unauthorised credit card charges imposed. The above company has been imposing unauthorised credit card payments from my account. How and why this happened I do not know. I would like a complete refund of my payments to be made to me. My email address is [protected]@btinternet.com. I have noted the same complaints about this company on the web, and following similar complaints, suitable refunds were obtained. I would like the same outcome for myself. I also think the company should be proscribed, as my objections are supported by other correspondents to this website.

Desired outcome: BlsMyHeritage to be proscribed

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M
10:12 am EDT
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

I took out a 14 day free trial and tried to cancel the subscription on the yesterday, which is the final day. Trying to cancel is difficult and no reminder is sent out. I tried again today to cancel only to find that I have now been charged £113 for a year's subscription I do not want! I have tried contacting MyHeritage without any success. The 14 day free...

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C
8:04 pm EDT
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MyHeritage Renewal charge after cancellation attempt

Hello

My name is Carol Macklin and I am In Sydney, Australia.

I have not found My Heritage useful at all and went to a lot of trouble going through your website to find how to cancel the subscription which I knew was coming up in February. I believe I went through the correct process a month ahead of the renewal date.

I believe this process is quite a complicated one.

I now find that my subscription was renewed on 29 March.

This cost me almost $300 Australian and is a total waste of my money as I will not be using it. If you look at my user record you will see I was not using it, so why would I wish to renew?

I am applying for a refund of the payment.

I also wish to have clear advice to ensure that my card will not be used in this way again.

Thank you

Carol Macklin

Desired outcome: Refund

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12:40 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

MyHeritage Premium

I purchased the Premium subscription after speaking with a sales representative for the purpose of the "Smart Matches". According to the rep, MyHeritage would search their immense database of family trees and find people in common and offer to add branches to your tree. "When you add a person to your family tree, MyHeritage's algorithms will immediately get to work searching our vast database of family trees to find entries that appear to list the same person.

Each individual you add to your tree increases the chance for additional discoveries. With Smart Matches™, you might be able to grow your tree exponentially or learn valuable new information you wouldn't have found from other sources".

After a few days, I noticed that I had received no Smart Matches. I called and was told that they would be updated weekly. After a week, still no matches, even though I know of 4 other cousins who have trees on MyHeritage with common family members to me. I also told them that I was having problems with their "Family Tree Builder" and they said they would have a technician call me. I never received a callback.

I called to cancel but was told that they would resolve the problem and to just give it another week, which I did. Still no Smart Matches (which is the only thing that I was purchasing it for).

I called after another week to cancel. They said they were sorry that I had not received any matches and that they would "escalate" the service call and have someone return my call. No one ever called.

I called the 3rd week to cancel and still received an apology and was "guaranteed" a call back to fix the Smart Match problem. I was told that they were very busy and that I was assured of getting a callback within a few days.

Another week has gone by with no resolution, no Smart Matches and no callbacks. So, I called today to cancel AGAIN, only to be told "You had 30 days to cancel to get a refund. We can cancel your account so you won't be renewed next year but it's been 35 days". So, no refund!

I feel I was scammed. I never received what I paid for, while actively communicating and pursuing resolution. They kept assuring me that it would be properly fixed, only to keep me on for over the 30 day period. ATROCIOUS.

Desired outcome: Refund

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S
6:14 am EDT

MyHeritage took money out my bank without permmission

this company is terrible do not subscribe they take a years payment out your account instead of a month

Desired outcome: want my £79 back

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J
9:46 pm EDT

MyHeritage fraud...plain and simple

This is absolute [censored]! I did not buy a damn thing from you guys. Return my payment of 191.48 usd immediately! [protected]@teachers.org
i'm telling you the truth...i WILL hunt down, and find whoever hit the button to take that payment out ..do you think you are the only people who know how to use the internet? or know how to use backdoor scamming schemes? If you take something far enough, you're going to eventually meet the guy who will screw you in return. Nice to meet you. ...i can assure you, there are ways to track everything today. I WILL find the source. Count on it. Return that money...immediately. I will not stop. You can count on that too. I will track you down if it takes every resource at my disposal. No matter how long it takes. Beginning today. I WILL find your office, I WILL find your location..and I WILL find the person who did this.

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2:55 pm EDT
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MyHeritage Myheritage LTD

I recently checked my account and noticed that unknown for me company BLS Myheritage LTD took money from my account. I didn't authorize any payments and it was very strange. As well as I checked reviews about this company and found out that there were many customers, who lost different sums of money and they couldn't reach the seller. I have the same issues. Please, help me to return 244.77 Euros back.

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M
10:03 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

MyHeritage Unauthorized Credit Card charges - Cancel registration

My name is Marina and I'm Brazilian.
I had already registered in My Patrimony but never used it because after registering my friend told me that the company would make automatic debit in my account.
I wrote to this company and asked to cancel my registration, but My Heritage did not respond.
However, they continued to send emails to use this site.
I only request the completion of my registration and consequently the automatic discount on my account.
Regards
Marina Prado Motta
Account ID: [protected]

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I
I
Isabelle MyHeritage Team
US
Mar 13, 2021 9:35 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Dear Marina,

I would like to personally assist you with a resolution. Please contact me at isabelle.vipsupport@myheritage.com with a link to your review. Please ensure to contact me via your relevant registered email address so I can assist you as soon as possible.

Kind regards,
Isabelle MyHeritage Team

ComplaintsBoard
H
10:53 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
MyHeritage has left an official reply on this complaint.

MyHeritage Unauthorised charge to my Account

Dear Sir/Madam,

There was an unauthorised charge to my Account on the 8th March 2021
of £120.00 on the 'Howard Web Site'.

I require the £120 to be refunded to me immediately, otherwise this fraudulent transaction will be reported to the necessary authorities;
and appropriate action will be taken against your company.

Yours Sincerely,

Helen Howard

[protected] /[protected]

Desired outcome: Request the money is refunded

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V
1:57 am EST
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Replied
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MyHeritage Unable to cancel my trial

I have been sick in bed most of the past week and was unable to cancel my trial. We have had some big expenses this week and I must cancel now.
I hope you will be able to accommodate me at this time. Thank you for understanding!

Pre-Authorization Debit At Bls*Myheritageltd, [protected], Ut On 030621 From Card#: XXXXXXXXXXXX4657

Vickie Daniel

Desired outcome: money refunded

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E
8:10 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

MyHeritage Genealogy Research Website

My Smart Matches and Discoveries has quit working. When I click the recommended Smart Matches and Discoveried, I get ERROR CODES. This has been going on fir six days (March 1st).

Desired outcome: Please fix.

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C
2:48 pm EDT

MyHeritage My Heritage scam

Fair warning that you do not send membership funds to My Heritage. It's a scam/a rip off. Stay away from them.

th

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R
12:38 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

MyHeritage Illegal charge to credit card

Rosemary Parsons On August 25, 2020, I had a charge on my Citi card from
BLS*MYHERITAGELTD, phone number [protected], in the amount 0f $89.00. Found this when I started doing my tax return for 2020. I did not use this service and would like a refund. Thank you, Rosemary [protected]

Desired outcome: Refund Please

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K
1:31 am EST
Verified customer This complaint was posted by a verified customer. Learn more

MyHeritage didn't agree to this its unethical behaviour

You came in and took £113.99 out of my account which I never agreed to
and you never even let me know or gave a reminder that you were going
to take it off . I wish a refund back on to my card . By taking of that money
thanks to you some of my bills might not get paid. The money came out on the 26th of Feb even if you sign up for a trial you still need to give a reminder that your trial is coming to an end which obviously you didn't do or i would have gone in and cancelled.
Yours sincerely
Karen Cassidy

Desired outcome: A full refund

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B
12:41 pm EDT

MyHeritage Subscription

This company deducted a yearly membership out of my bank when I cancelled it a year ago.

I have been on hold to speak to someone for over an hour and haven't moved in the line from number 7 in the entire hour. I don't believe there is an actual customer service line.

I just would like a refund.

Desired outcome: Membership refunded

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M
6:39 pm EST
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

MyHeritage Unable to Reach Customer Service

Today is Thursday, February 4th, 2021. I have been trying unsuccessfully to reach My Heritage by phone since Monday, February 1st, 2021 regarding a duplicate My Heritage account that I no longer have access to as I am no longer a Cox Communications subscriber. I have waited on hold for upwards of an hour only to be disconnected as I was the next person in line to be spoken to. As I write this, I am on my 8th call to My Heritage and waiting for someone to answer so I can get this resolved. I've also left two voicemails and no one has bothered to return my call. In fact, I am having to go through sales to get this resolved since I don't have a paid My Heritage account. This is unacceptable for having an alleged 24/7 support center. This is the 21st century after all.

Desired outcome: I would like someone to respond to my voicemails so I can get this issue resolved.

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Resolved

I was finally able to get through to an agent after 8 calls and waiting on hold for an hour.

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S
8:17 pm EST

MyHeritage Missing 10,000 family tree members and pictures

After down loading my family tree data update my tree builder in my computer and lost pictures and data from my tree on the web. My web tree had about 60, 900 members and lost approx. 10, 000 members of my web tree. I reported the incident the 22nd of January 2021, incident number: "[protected], Lost tree information". Today is the 1st of February and still they have not gave me a answer. Sent them diferen. t follow up messages they do not answer me with a answer. What is happening? I called them I was on hold, and they while waiting ask me if I wanted to leave my name and phone number and they will get back to me, because I was number 18 on line.
That was the 29th of February and I'm still waiting for them to call me. Why they don't answer? No help, no status, no answer!
Edgar
My name Edgar Saltares My Heritage ID [protected]

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M
marmstrong14
Oklahoma City, US
Feb 04, 2021 6:40 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

I am having the same problems reaching MyHeritage. Two voicemails later, and they still haven't returned my calls.

I
I
Isabelle MyHeritage Team
US
Feb 02, 2021 6:26 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Dear Edgar,

We understand that technical issues can be uncomfortable and frustrating to encounter. I have looked into this matter for you and can see that your query was escalated to our technical support department for advanced assistance, and was also flagged for priority so we can help you with this as soon as possible.

Please be advised we are receiving a much higher volume of inquires than usual at present, so indeed, it can regrettably take some time. We are making every effort to assist all of our members during this busy time. As previously advised, please wait patiently and a technical support specialist will reach out to you in due time. We truly appreciate your understanding, and don't hesitate to let us know if you need help with anything else.

Best regards,
Isabelle MyHeritage Team

ComplaintsBoard
G
7:18 pm EST

MyHeritage Charged me £56 and I do not know what I received for it.

I have never heard of a company that I cannot email for a complaint-this is definitely unethical. I have tried your old and new phone numbers (all of them state that the numbers are unavailable.) I was a techy in my previous job and the combination of numbers I used were various access codes all with the same results. Your help guidance is very poor: if I could have had someone to speak to my problem would be resolved straight away.
I find I have limited access without paying more money so I am requesting a full refund as the manual family tree that I have created gives me 90% of the information My Heritage gives me.
Extremely poor system.

Desired outcome: call me on my mobile number or email...both of which you have on record

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I
I
Isabelle MyHeritage Team
US
Jan 27, 2021 6:46 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Dear Graham,

I am sorry to hear you had trouble reaching phone support. Phone support is available and I would be happy to pass along your issue for investigation.

The support team can also be reached via email at support@myheritage.com, though I would like to personally assist you with a resolution. Please contact me at isabelle.vipsupport@myheritage.com with a link to your Complaints Board review. Please ensure to contact me via your relevant registered email address so I can assist you as soon as possible.

I look forward to your email.

Kind regards,
Isabelle MyHeritage Team

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About MyHeritage

Screenshot MyHeritage
MyHeritage is a genealogy platform offering users the ability to create family trees, search through historical records, and take DNA tests to explore their ancestry. The service provides tools for discovering, preserving, and sharing family history. Users can also access photo enhancement and colorization features.
How to file a complaint about MyHeritage?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary details to create one.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with MyHeritage. Make it specific and clear, such as "Incorrect Billing by MyHeritage" or "MyHeritage DNA Results Delay".

4. Detailing the experience: Provide a detailed account of your experience with MyHeritage. Include key areas such as:

  • Account Access Issues: Describe any problems you faced while trying to access or manage your MyHeritage account.
  • Subscription and Billing: Mention any discrepancies in billing, unexpected charges, or issues with subscription plans.
  • Customer Service: Discuss your interactions with customer service, including response times and the quality of support received.
  • Product Quality: If your complaint is about the DNA testing service, the accuracy of results, or family tree features, detail your concerns here.
  • Technical Problems: Note any technical issues with the website or mobile app that affected your user experience.
  • Privacy Concerns: If you have any worries about how your personal data is handled, mention them.
Include information about any transactions you had with the company, steps you've taken to resolve the issue, the company's response, and the personal impact the issue has had on you.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as email correspondence, billing statements, or screenshots. Do not include sensitive personal information that could compromise your privacy.

6. Filling optional fields: Use the 'Claimed Loss' field to quantify any financial losses you've incurred as a result of the issue with MyHeritage. In the 'Desired Outcome' field, clearly state what resolution you are seeking, whether it's a refund, an apology, or another form of redress.

7. Review before submission: Carefully review your complaint or review to ensure that it is clear, accurate, and complete. Check for any spelling or grammatical errors that could detract from the professionalism of your submission.

8. Submission process: After reviewing your complaint, click the 'Submit' button to officially file your complaint on ComplaintsBoard.com.

9. Post-Submission Actions: Keep an eye on your ComplaintsBoard.com account for any responses or updates regarding your complaint. Be prepared to engage in further communication if necessary to resolve your issue with MyHeritage.

Overview of MyHeritage complaint handling

MyHeritage reviews first appeared on Complaints Board on Jul 23, 2010. The latest review Unauthorised Payment was posted on Nov 1, 2024. The latest complaint Visiting website was resolved on May 22, 2024. MyHeritage has an average consumer rating of 3 stars from 520 reviews. MyHeritage has resolved 261 complaints.
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  1. MyHeritage Contacts

  2. MyHeritage phone numbers
    1800 817 330
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    38%
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    11%
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    USA & Canada
    +44 800 098 8125
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    +43 800 802 582
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    100%
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    +49 800 589 3922
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    +47 80 024 741
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    67%
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    +34 900 838 969
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    100%
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    20%
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    100%
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    Brazil
    More phone numbers
  3. MyHeritage emails
  4. MyHeritage address
    3 Ariel Sharon Street, 4th Floor, Or Yehuda, 60250, Israel
  5. MyHeritage social media
  6. Rachel
    Checked and verified by Rachel This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Nov 03, 2024
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