MyHeritage’s earns a 3.1-star rating from 520 reviews, showing that the majority of family history enthusiasts are somewhat satisfied with genealogical research tools and services.
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Charges
Dear Sir or madam
I am writing to complain about the fact that since recieving my DNA back, I have now been charged £112.80 on 23/7/20 by BLS My Heritage Limited but have no idea why as I have not downloaded any certificates etc.
My partner sent off for his DNA too but this was a serperate payment of £58.00 taken from our account on 19th July.
Please advise what this charge is for as I can't find any information.
Best wishes
June Bonell
The complaint has been investigated and resolved to the customer's satisfaction.
Never ordered or approved
This company hacked into a credit card I have never used or activated. There is a charge of $89.00 from My Heritage LTD dated 05/19/2020. This was on my PayPal Credit card that I have NEVER activated. They requested I get ahold of the company to request refund. Which is exactly what I am doing. This charge needs to come off my card immediately. My name is Rita Newberry phone # [protected]. The transaction # 1E647085AV4549945/Invoice # [protected]. I do not have to give you the credit card info as you already seen to have that.
Account ID: 197191531 My family tree display.
My email address:
[protected]@virginmedia.com
The tree display is incorrect and I am unable to search or add to it.
I 'phoned UK Customer Services for call back but have not received a call.
See screen shot.
If you are unable to correct please arrange for a refund of my subscription.
Just checked it on Microsoft Edge browser and OK. Problem with Google browser?
The complaint has been investigated and resolved to the customer's satisfaction.
Charged for service despite requesting cancellation
I signed up for a free trial and attempted to cancel the trial the day that I signed up, but I am assuming the cancellation did not go through. I was charge $159.00 for a service that I did not even use. I have tried reaching out via a few numbers posted under their "Contact Us Section", but have had no luck thus far. I, like many others, was laid off thanks to the current pandemic and this isn't exactly small chunck of change. This took the funds that I needed to purchase groceries for my children. I am begging anyone to help me out as I simply do not know what to do. This has been a frustrating experince and this is directly affecting my children. I am desperate for any help as I have not actually used the service and the trial should have been deleted!
The complaint has been investigated and resolved to the customer's satisfaction.
Unauthorized recurring charges
This company created unauthorized reoccurring charges that were very difficult to remove. I signed up for a trial and decided to keep the site for 149.50 annual charge ( steep). Not sure I would entrust my DNA to this type of business practice. I would not. Do not. Who know where it will end up. If they do this to your account, what can they do with your DNA?
Cancel your card. I am out 838.00 just for a hobby. Hopefully it is returned within a week. The bank said it was connected to a phone number, [protected], and the bank card VISA operator said they couldn't assist and disconnected me.
Sadly, this company was recommended to my by a man working in the Museum of Natural History in Washington DC while I was visiting with my children and were in the Pandemic Educational section. Ill let him know my experience when I return.
The complaint has been investigated and resolved to the customer's satisfaction.
Dreadful communications
I entered a trial period from this company. When I tried to cancel it the site refused to recognise me and I was left trawling around trying to find a telephone number. This seemed impossible. I eventually was allowed to cancel, but now I find that the site has withdrawn over £90 from my account. If you are going to set up such a site you must make sure that the cancellation process is clear and in working order. You make the situation bad for other sites which are working honestly and well.
The complaint has been investigated and resolved to the customer's satisfaction.
Automatic subscription without my consent
I got this message"
Dear Carolyn Y,
This is just a brief update that your Premium subscription for family site has been successfully extended for one additional year.
You were charged $64.50 + $3.87 tax. The next charge will take place on June 3 2021 for another year.
You can manage your subscription at any time using the My Purchases page.
The complaint has been investigated and resolved to the customer's satisfaction.
Unauthorised payment to a subscription which I could not cancel
I never received an email confirming my free trial and now I see that you have now taken money out of my account. On further investigation I found my email address was altered (a mistake I wouldn't have made I have been using the same email address over 10 years) I tired to create an account on the 6th may for a 30 day free trial, it has been 16 days and you have charged my. I don't know if I am more angry or upset. It is my sons birthday in a couple of weeks and if its not bad enough to have a birthday in lock down the money you have taken was to go towards making a child's birthday as special as possible. Please can you help to look into this as quickly as possible and refund the monies taken straight away.
No emails seems to be responded to.
Also the number is saying not available
Thank you.
The complaint has been investigated and resolved to the customer's satisfaction.
Unauthorised payment which I cancelled the same day as signing up!
account ID: [protected]
I could not access any of the pages - nothing worked properly for me so I cancelled within an hour of signing up once I realised it was not working for me. I see that you have now taken money out of my account. Please can you help to look into this as quickly as possible and refund the monies taken straight away.
No emails seems to be responded to.
Thank you.
The complaint has been investigated and resolved to the customer's satisfaction.
Unable to cancel 2 free trials online and now have been charged
I have been trying to cancel 2 free subscriptions for about a week, that I don't want but this as been unsuccessful. I only wanted the dna kit- not anything else as they were gifts. It looks like the money as been taken out of my account for a service I don't want.
I cannot afford this and need the money refunded as soon as possible as I am not working at present as my job as been lost due to the Carona Virus Pandemic. Please help
The complaint has been investigated and resolved to the customer’s satisfaction.
Shocking Unauthorized Bank Deduction During Covid-19 Pandemic
Shockingly, MyHeritage took unauthorized funds needed for my rent, food and medication on March 25th, 2020 during the covid-19 pandemic while I'm sick and isolating at home and have no income. This is appalling behavior. When I contacted them immediately today on March 26th after seeing this unauthorized withdrawal from my bank account, considering I did not knowingly sign up for any type of renewals, they told me they would have someone call me back in 3 business days. This is totally inappropriate and completely mercenary. The money should be refunded immediately with no questions asked, considering this is literally a time of life and death. I have no other funds in my account to pay my rent, but apparently MyHeritage doesn't care if people can't keep a roof over their head or buy medicine and food in the middle of a global pandemic. I want this money returned immediately.
The complaint has been investigated and resolved to the customer’s satisfaction.
Unauthorized credit card charges
March 23, 2020 at 11:01 Moscow time, 20, 261.50 RUB were debited from my bank card unauthorized. I did not give permission to write off money from the card and did not issue any subscriptions for 2020. I received a notification in the mail that the money was debited. I'm in the hospital and there's such a blow. Customer number [protected].
Refund me in full.
Unauthorized Credit Card Payments
March 23, 2020 at 11:01 Moscow time, 20 261.50 rubles were debited from my bank card. I did not give permission to write off money from the card and did not issue subscriptions for 2020. I received a notification in the mail that the money was debited. I'm in the hospital, and such a blow. Customer number [protected].
Give me the full refund.
The complaint has been investigated and resolved to the customer's satisfaction.
plan
Today I have just checked my bank account. £113 has been taken from my account. I did not sign up for that, I would never agree to that.
I would like a refund please. You have left me short on cash now!
I had no warning no email. It is simply not right that you can just take that much money off someone. I would like to tall to someone about this.
The complaint has been investigated and resolved to the customer's satisfaction.
beware! grabs money from your account without previous notification
Last evening, just received an invoice for 117.81 EUR (50% off, ha!) for a one year subscription to their website services and the money are already missing. I understood from the start that they have an aggressive marketing strategy, but this is shady!
They simply took money from my account after a one month trial version which started when I bought a (second) DNA kit - I completely forgot about it. But I did not receive any notification that the trial period will end soon, so I could have canceled it.
I did not use the services, nor do I have any use for them in the future. Just arrived home from a ski trip and saw this. The UK phone number they gave me is constantly busy.
I want a full refund, the cancellation of the subscription immediately, and I want the company to delete my bank details.
The complaint has been investigated and resolved to the customer's satisfaction.
dna kit
I purchased a DNA Kit and within 20 minutes found out my dad (who I was purchasing this for his birthday) had one for christmas. I called on the number on the website and was on hold and was 4th in line. 20 minutes later still 4th inline so left message to be called back. No call! now I have a note saying my kit is at my local post office for me to collect. I feel I tried to cancel in a reasonable amount of time and now have an expensive kit I no longer need! I am angry as I tried to contact Myheritage by phone and that is the only option there is...no email or chat!
The complaint has been investigated and resolved to the customer's satisfaction.
renewal notice for myheritage
My name is Maher Barakat Kysoun . i received an email about myheritage and a payment. I ignored the email and have now found that my credit card has been debited 191, 04 USD. I have not used this product and do not wish to use it.
There is no reference or customer number and the emailed states a renewal notice. I am requesting a full refund. thank you
copy of email pasted below.
Dear Maher,
This is just a brief update that we've successfully received your payment. We've extended your Data subscription for one year. You were charged US $191.04.
You have continued access to all historical records in SuperSearch, and all Record Matches. We thank you for supporting us and wish you success and pleasure in using MyHeritage to research your family history. The next charge will occur on January 21 2020.
All the best,
MyHeritage team
Maher Barakat Kysoun
myheritage Account number [protected]
Hi Shane,
I would like to confirm that I have received your full refund, Thank you for your quick action and reply.
Best Regards, Maher
Shane,
I sent you my email as requested above, please proceed for the complete refund, Thank you in advance
Best Regards
Maher
Shane,
Thank you for your quick reply. Please note that I can't found your email in the text above, please submit again.
my email used for myheritage :
maher (dot) baraket @ Gmail.Com
Waiting for your reply or your direct email.
Best Regards
Maher
The complaint has been investigated and resolved to the customer’s satisfaction.
automatic charging at end of free trial
I signed up to the My heritage DNA test in December as part of which you give a month free trial of the My Heritage complete plan. . I did not want this, just the DNA test but failed to cancel. Normally with a free trial I would expect to receive a reminder that it was about to expire before a charge was made. But last Wednesday 8th January you emailed me...
Read full review of MyHeritagemyheritage.com annual subcription
Hello,
I got notified that a payment was made from my bank account for annual subscription, but I'm not going to use those benefits, just wanted to take a dna test. Maybe I can get a refund? Coudn't find any email adress, where can I can I send you all information, so I am writing here with hopes, that somebody could help me. I add a payment screeshot and invoice that was send to me. If you need anything more contact me via email justina.[protected]@gmail.com or [protected]@gmail.com (myheritage.com account email)
Regards,
Justina
The complaint has been investigated and resolved to the customer’s satisfaction.
customer service phone line
MyHeritage.com clearly state on their family tree website that the phone line for Customer Service in Ireland is open 24/7. I tried to phone them today and I got a recorded message saying that 'in honour of the holiday we are closed. We will re-open again after the holiday." Today is 8 January 2020. Today is not a holiday in Ireland, it is a normal working day. They should not publicise a feature like 24 hour answering if they are not prepared to implement it. The voicemail did not specify when this imaginary 'holiday' would be over.
The complaint has been investigated and resolved to the customer’s satisfaction.
numărul facturii: #19294087 data facturii: 29 dec 2019
Informații pentru facturare Ana ISAC Cal. Giulesti 48, Bl. 4, Sc. A, Ap. 1 Bucuresti 060281 Romania Adresa de livrare Ana ISAC Cal. Giulesti 48, Bl. 4, Sc. A, Ap. 1 Bucuresti 060281 Romania Produsul Perioada de facturare Cantitate Preţ Am fost taxata cu 117.81 euro fara acordul meu, ceea ce inseamna infractiune! Va rog sa-mi rambursati suma suportand comisioanle de transfer! Isac Ana
Read full review of MyHeritage and 1 commentMyHeritage Reviews 0
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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.
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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.
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Overview of MyHeritage complaint handling
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MyHeritage Contacts
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MyHeritage emailssupport@myheritage.com100%Confidence score: 100%Supportrafael@myheritage.com100%Confidence score: 100%Supportvoxp.shane.hickey@myheritage.com100%Confidence score: 100%Supportvoxp.catarina.marques@myheritage.com100%Confidence score: 100%Supportvoxp.kayleigh.cronin@myheritage.com100%Confidence score: 100%Supportvoxp.barry.neen@myheritage.com100%Confidence score: 100%Supportvoxp.yasmin.celante@myheritage.com100%Confidence score: 100%Support
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MyHeritage address3 Ariel Sharon Street, 4th Floor, Or Yehuda, 60250, Israel
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MyHeritage social media
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Checked and verified by Rachel This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreNov 03, 2024
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