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3.1 19 Reviews 501 Complaints
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MyHeritage Complaints 501

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8:28 am EDT
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MyHeritage results

My wife and I submitted our dna at the same time. She already emailed 2x and received her results. I see that my results are still pending. As everyone else, we received the date change from March to April, which was frustrating in itself. It seems this delay is pretty standard for your company. I'm sad to say, I'm unhappy so far, for what's transpired. I hope to see my results sooner than later!

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7:57 pm EDT
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MyHeritage dna results

Results are taking much longer than initially advertised. Received the kit on at the beginning of February. And sent it off within a matter of days. Have been waiting now for just over a month now and supposedly there's been the to introduction of new chip; thereby delaying results by a further 2-3 weeks. Feel inconvenienced and restless as I would have been waiting for 2 months by then. Definitely, negatively affects the experience for me. I hope the results themselves are at least going to be enlightening for me.

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1:53 pm EDT
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MyHeritage unauthorized collection from my credit card and a payment via apple

On the 19th of March my membership expired. I was anxious to lose all my family trees, dna results etc etc. In my iphone app (my heritage) there was an offer to extend my membership of E 119, 95. I paid through apple the amount to myhertage.
Next day i saw that Myheritage had made a collection of E 259, 01 ? from my credit card.
Last year i paid 167, 36 ! I phoned 20th of march to Myheritage but got no contact and my voicemail is now 26 th still unanswered?

I am a true customer, enthousiastic about myheritage and informed several people of your DNA product. I hope you will get back to me and find a satisfied solution.

Reiner Swaen - 00 31 6 [protected]

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1:23 pm EDT
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MyHeritage no chance to change from old, non-existent anymore email address to new one. recovery procedure fail.

I lost access to my corporate email address after retirement. Now, I am not able to reactivate access to my MyHeritage familytree because all reactivation emails WERE SENT to old, non accesible for me corporate email.
Phone support for basic account isn't available so I'm completly stuck.
No chat availability, no email to Myheritage support team, no phone support for plain account and wrong designed recovery procedure makes me UNHAPPY!

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4:05 pm EDT
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MyHeritage dna result mixed up

I have received my DNA results a couple of months ago claiming that I am 78% north african and only 16.7% iberian yet I am a spaniard, my family is valencian and asturian. While I am aware of the north african genetic impact on the iberian population, I have found my results to be a mix up especially when I uploaded the raw data to another website that gave me a completely different result ( iberian and italian), I hope you can assist me on this issue. Thank you.

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7:25 pm EDT
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MyHeritage stolen personal data; myheritage has caused a breach of millions, along with verification.io

Since verification.io has had 908 million data breaches as of February 2019, MyHeritage is also listed as having COMPROMISED MY PERSONAL DATA in October 2017. How dare you CONCEAL this data breach from the USA citizens. You are hereby requested to immediately REMOVE REMOVE REMOVE any and ALL data from your database regarding me, Elaine Guglielmo, Elaine M. Guglielmo, Elaine Marie Guglielmo. You have caused a massive ID THEFT that has been and still is being investigated by the USA Police Authorities. I have had six (6) officially reported ID Thefts, and now 12-17 STOLEN NAME ID's by Undocumented Illegal Aliens because of companies like you that has now been posted on the Deep Dark Web. You are hereby being reported to my local police as contributors to my ID Theft and 12-17 people STEALING my name with creating FAKE Birth Certificates, FAKE D/L's, etc. etc. in order to IMPOSTOR me. You are also being reported to the FTC.gov for the data breach that you never announced. Enough is enough! You are hereby requested to IMMEDIATELY REMOVE ALL Data from your database on me. Since there are now 12-17 ILLEGAL ALIENS IMPOSTORING ME, I am compelled to provide additional information in order to Identify me. (I am NOT NOW OR EVER Spanish) as are the 12-17 IMPOSTORS.) I live in Altamonte Springs, FL, and again you are hereby requested to REMOVE ALL DATA of me. NOW!

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Update by Elaine Gugie
Mar 11, 2019 7:28 pm EDT

MyHeritage has stolen and SOLD my email address to the Dark Web in October 2017, and has refused to remove me from its database. There is absolutely NO WAY to talk to anyone on the phone in customer service without an account number, which is b.s. MyHeritage VIOLATES and COMPROMISES my personal data, and the it refuses to REMOVE me. This company, along with other compromising companies, including MyFitnessPal, verification.io, and Modern Business Solutions should be SUED for breach of our data, compromising USA citizens.

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9:07 pm EST

MyHeritage delayed results

I sent my kit to the company more than two months ago and they received it on February 1st. The results were supposed to come out at the end of February and I've been eagerly checking my e-mail all this time for confirmation that they were ready. However, I've just been notified by My Heritage that my results will be delayed by a month. In their e-mail, they mention that this is due to upgrading to a new and more advanced version of the chip used for DNA analysis. Apart from the vagueness of this explanation, I feel this was an entirely predictable delay and and I should have been notified earlier on that it would take 2 months for them to process my sample from the moment they received it. When I bought the kit, their website mentioned that it takes 4 weeks with no mention whatsoever of planned delays. If I knew it would take that long, I would have bought a kit from another company. My account ID is [protected] and kit MH-74A76F.

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ValuePro
US
Mar 11, 2019 12:27 pm EDT

I agree with Eleni2. This company has no idea as to what a contract means. Honest businesses stand by what they advertise. When we enter a contract based on advertising and the seller changes the terms of the contract after receiving payment, some would call that fraud. At the very least, it is no way to sustain a healthy reputation among existing customers and prospective new ones.

Certainly, I would not have sent money to these people had I known they were capable of doing this. And it raises the question: What more are they going to do to us, and the very personal information they hold?

Disgusted.

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KHarris1
US
Mar 24, 2019 6:09 pm EDT
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Replying to comment of ValuePro

I also had the same thing happen with my kit (MH3UL837 and my husband's kit (MH623A6D) that we submitted back in early February (possibly late January.) Same vague email with no customer service number to call and here it is the end of March with no results. Also the tracking told me it was processing before the email was sent to me saying that it was not processed. This feels like a scam and I plan on contacting the BBB tomorrow with my complaints. I also would have spent the money with a different company had I known it would take this long.

J
J
Johnny MyHeritage Team
IE
Mar 09, 2019 6:50 pm EST
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Dear MyHeritage member,

I regret to see that you are disappointed with your MyHeritage experience to date.

We value the satisfaction of all of our members and strive to offer a first class service to our members.

As you are aware, we are currently upgrading the chip used for DNA analysis to a new and more advanced version. We are conducting this transition to the new chip with great care and diligence in order to provide you the most accurate results. This has caused a delay in the generating of your DNA results.

We apologize for the inconvenience of your results being delayed and we are aiming to provide them to you as fast as we can.

Please do not hesitate to contact me if you have any further questions, to john.vipsupport@myheritage.com

Kind regards,
John,
MyHeritage Team

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3:30 pm EST
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MyHeritage dna service

I bought their test kit, like so many people have, but its false. I have Maltese heritage in my family and possibly Italian -- my fathers side of the family all have brown skin and brown eyes -- their great grandmother came from Malta. Also i'm pretty sure i have some English and French heritage also. To cut it short my test results said i was 2.3 % ''west Asian'', 6% eastern European, and 91.7% Irish, Scottish and Welsh -- i wasn't surprised with the Scottish part as we have lots of Scottish names on both sides of the family; i myself am Irish. So some of it is true but other than that its nonsense. In fact i have even found people on my profile from Malta, at least 4 people who i am related to, but still, no mention of Maltese DNA. I even watched a video of two twin sisters who took dna tests with various companies and they got back different results to each other on all the tests, and in fact, they said MYHeritage were the best ones of the lot, but did specify that it still isnt accurate or based on science -- unfortunately i watched this video after i bought the kit and sent it away. So its completely vague, and they're making tonnes of money by misleading people all over the world. Rubbish, give them a miss.

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8:08 am EST
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MyHeritage no response to missing dna kit

I sent back my DNA kit from UK 19th February last month in envelope provided by My Heritage paying the correct postage at the Post Office ad I have proof of posting receipt. I activated the kit online as advised.

It is now 4th March and according to the my online account the test kit has still not been received. I have sent 3 emails and submitted two support ticket and absolutely no response from My Heritage other than email saying we have received you ticket.

I then tried 6 time to call the UK number on the website and all I got was messages saying the number is out if use! Unbelievable that an organisation can treat its customers with utter contempt.

I want a full refund of the cost of the kit if someone does not respond to me with in the next 2 hours.

Michael Markey- [protected]

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Dorothy Hakim
US
Mar 10, 2019 11:16 am EDT

Hello Michael,

I'm in the exact same position. I live in the UK I sent off my kit on the 31st January and have heard nothing back despite sending several emails and requests online. I had the exact same difficulty with the phone line.

Furthermore, my account says I don't even have a kit which is impossible. I too, have proof of postage and activated my kit as soon as I received it.

I feel completely disregarded by MyHeritage and want my money back if I do not hear something in the next week - other than an automated response. Should have gone with 23andME.

Dorothy Hakim, Sheffield, UK

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Elena MyHeritage Team
IE
Mar 06, 2019 4:50 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Dear Michael,

I'm sorry to hear about your experience. I have checked your account and see that your DNA samples have not checked in at the lab yet. When using regular mail for the return shipping of the DNA samples to the lab, most DNA samples arrive within 3 weeks. But there are cases where it takes more than a month for the lab to receive the DNA samples.

Therefore we recommend you to wait and we are confident that you will see an update in the status in the Web Site. When the samples check in at the lab in Houston, we'll send you an email too.

In case there is no update, please contact me at elena.vipsupport@myheritage.com and I will be happy to send you a free replacement kit so you can repeat the test. We prefer not to do so at the moment, because if we will send you a free replacement kit now, it will automatically cancel the original kit. This means that if the lab will receive the sample in a few days, they will not be able to analyze it and you would need to restart the process with the new kit.

If you would prefer a refund, please email me your account details (account ID number or registered email address) and I will personally assist you with this matter.

Kind regards,
Elena MyHeritage Team

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1:44 am EST
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After over a month, I never received any DNA kit, but it says that the kit was shipped. https://www.myheritage.com/site-127398332/singleton?utm_source=ppc_bing&utm_medium=cpc&utm_campaign=mh_bing-search_us_en_mob_web_exact_web_myheritage-all-guests&utm_content=73392510368646&utm_term=myheritage+site&tr_camp_id=268526086&tr_ad_group=myheritage-site&tr_ag_id=1174278899262882&tr_device=m&tr_account=F1079V8S

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7:47 am EST
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MyHeritage charges I never authorized

I've never even been to this site and was contacted by my debit card fraud prevention team that 8 charges for $104.00 had hit my card on 12/31/18 which I did not authorize. They reversed the charges and sent me a new card.

Well this morning, 1/23/19, I have 2 new charges each for $104 from them! Upon researching the company this is a scam and they somehow have comprised my PayPal account which is how they are still able to pull money from my account. Complete fraud and I will be reporting them again!

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3:07 am EST
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MyHeritage renewal notice for myheritage

My name is Tanja Dalton . i received an email about myheritage and a payment. I ignored the email and have now found that my credit card has been debited $182.67. 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 Tanja,
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 $119.40 (plus VAT). You enjoyed a 16% discount on the regular price.
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

You have received this service email to facilitate your use of MyHeritage.
If you have any questions, you may call us toll-free at: (+61) 1800 731 768 (We provide 24/7 support). Keep your account ID handy when calling, it is 606401421.
You may also visit our Help Center to get instant answers or to contact our customer support.
Your privacy is important to us. View our Privacy Policy for more information.
© 2018 MyHeritage (USA) Inc., 2975 Executive Parkway, Suite 310, Lehi, UT 84043, USA

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Update by Tanja Dalton
Jan 23, 2019 3:09 am EST

please resolve this situation
thank you

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OlaolA Lalala
US
Jan 30, 2023 4:11 am EST

I made a basic free plan on December 2022 and paid 9 euros to receive 800 photos from IA Time machine. I didn't receive a thing so i send them a suport ticket requesting a refund since they never send me the photos. Than i discover they took this month 99 euros from my card. They don't answer my emails or messages from social media. This is robbery. I only got this email

Thank you for reaching out to the MyHeritage Support team.

Your message has been received.

Here is the ticket number for this Support issue for your reference: #[protected].

In the meantime, visit our Help Center to get instant answers for most frequently asked questions, or check out MyHeritage Knowledge Base to learn more about the many tools and features on MyHeritage.

By the way, MyHeritage has launched its first-ever podcast, Blast From My Past! The podcast features stories of people whose lives were changed forever by what they discovered in their family history through MyHeritage. You can search for Blast From My Past and listen to it wherever you get your podcasts, including Spotify and Apple.

Best regards,

The MyHeritage Support team

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12:05 am EST
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MyHeritage dna result

[protected] is my myheritage.com account ID.

Just received my DNA results - can they possibly be correct?

Have they been mixed up with someone elses?

According to the test result:-

49.3% Scandinavian

48.7% Irish, Scottish and Welsh

2.0% Greek

How can this be correct?

I am English - my parents and grandparents were English!

English is not even mentioned.

Please advise

Kind regards

Steve Farndon

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5:45 am EST

MyHeritage money taken from my bank account with notifying me.

Dear sir/madam,
I was shocked when I looked at my bank account and saw that my heritage have taken £235.74 from my account using paypal automated renewal, without any warning about how much they had risen the price since last year. I am a 70 year old pensioner and cannot afford this amount and therefore request that they return this money to my bank account immediately. Last year your site cost me £99.96 and I could manage that ok. I expected to pay a similar amount for this years membership but they have raised the cost to more than double the amount I paid last year. I think that was a dirty trick to play without any warning. I need that money to pay my gas and electric bills. Please return my money and then close my account and remove my tree from your site.

Antonia davis

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12:23 pm EST
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MyHeritage charges on my credit card and i've never used the site.

I have 8 charges on my bank statement for $104 from My Heritage company and I've never used My Heritage, nor did I authorize the transactions. The charges were refunded a few days after, but I have bank charges from insufficient funds.

The 8 charges occurred on Dec. 31, 2018 and they were credited back on Jan 4, 2019.

My email is [protected]@webster.k12.wi.us and my name is Lori

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11:25 pm EST
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MyHeritage dna test

I have taken several DNA tests from other companies. This by far, had the vaguest results. 94.2% North and West European. I could of told you that! My other reports had distinctions in terms of Spain, England, Ireland, Denmark, etc. This was one of the biggest wastes of money I have ever spent. I get that your database isn't that big, but this is ridiculous. The worst part of this whole process was when I was during the raw data processing, they asked to confirm that my gender was entered correctly in my profile. Wtf? Can't you tell that from the DNA? 🤔

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4:38 pm EST
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MyHeritage dna results

I took a DNA test and the results are completely wrong. Did you guys really run a DNA test, or give random results ? The so called tests said that I'm about 83 percent african. Untrue. My mom is mixed with Puerto Rican, Lumbee indian. My results revealed nothing like that. I sent in for this DNA test so we can find out about our family and where we came from, I would like a full refund because you are giving people false information. My next move is to contact BBB.

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Elena MyHeritage Team
IE
Jan 14, 2019 3:13 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Dear MyHeritage user,

I'm sorry to hear that you're disappointed with your DNA test results and I'd like to offer you a small insight into how DNA works.

In some regions of the world, there is a unique set of genetic characteristics that are shared between the offspring of native populations. While different populations migrated from one region to another, research has shown that these sets of characteristics make some regions distinct from the others, allowing us to establish a genetic model for some regions of the world.

The DNA may be very similar between people in neighboring countries. Where there isn't sufficient statistical difference, we keep the Ethnicity Estimate on a higher regional level. Even when there is a statistical difference between ethnicities, it is true for the population's average. Your DNA will always be slightly different than the average population and therefore may show a small or a significant part of neighboring ethnicities.

The results you receive in the MyHeritage Ethnicity Estimate are based on an autosomal DNA test. This test analyzes DNA inherited from both your parents, giving you a range of information about where your ancestors lived before a few hundred years ago.

Each person receives 50% of his DNA from his/her mother, and 50% from his/her father. The percentages of DNA a person receives from his ancestors at the level of grandparents and further back (Great-grandparents, etc.) are not necessarily divided evenly in each generation. At seven generations back, probably less than 1% of the DNA comes from a direct ancestor.

Because the percentages of DNA a person receives from his ancestors at the level of the second generation (grandparents) and further back are not necessarily divided evenly in each generation, it is possible that one great-grandparent may have passed on 3% of his/her DNA to his great-grandchild, while another great-grandparent may have passed on 11%.

This might explain some surprising results in your MyHeritage Ethnicity Estimate. If for example one grandparent is pure Chinese, and the other three grandparents are all pure Italian, the grandchild may be anywhere between 0-50% Chinese, and 50-100% Italian. However, the probability of a person having only one pure ethnicity is very unlikely. This might also explain why some siblings may inherit certain ethnicities, while other siblings may inherit the same ethnicity in another percentage, or even may not inherit this ethnicity at all.

Please note that bio-geographical estimates are complex. Different researchers analyzing the DNA of the same person can come up with different estimates based on various factors, such as the reference populations used for comparison, the algorithms, and more.

If you have any questions or concerns please do not hesitate to contact me at elena.vipsupport@myheritage.com and I will be happy to personally assist you further.

Kind regards,
Elena, MyHeritage Team

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9:46 pm EST

MyHeritage obtaining money by deception

This company withdrew rwo payments of £69 from my account on 24th December without my consent. They have failed to respond to my communications as requested so the matter Is now in the hands of the West Midlands Police in the UK and the Fraud Department at my bank.

Under the Sale of Goods Act in the UK I want this money returned or the matter will be in court within two weeks as papers are being served on Tuesday. National Media Coverage has begun and will continue to do so.

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Update by Peter Rutherford
Dec 29, 2018 11:48 pm EST

I am not in isreal and West Midlands Police are in the UK where they took funds without my permission. Court Proceedings have been issued to recover the funds that were taken by theft

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5:23 am EST
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MyHeritage myheritage matches in legacy family tree

In Legacy Family Tree program of which I have been using for at least 20 years there is a MyHeritage match showing for a considerable number of my ancestors and descendants. This is very good for a lot of my research and has helped me a lot, but my complaint is there are a number of matches (usually 9) for many of my family. The matches are usually from the same person and the match information is exactly the same for all these matches. This is extremely annoying and I have contacted the person at fault to explain the situation. He has not contacted me.
I have been rejecting these matches, but this is obviously not the way to go. When I re-click on a person who I have rejected the matches, the information has gone, but Legacy still shows the same number of matches!
How can this problem be resolved

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I am the customer of Myheritage account number; [protected]. I sent my dna sample to Houston Lab with DHL express shipment. The tracking number is [protected]. When I checked I see that is recieved by M Sanchez. But, the problem is there is no status update on my account about receivement. I am affraid if it is lost. Could you please check my envelope which my...

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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
    1800 817 330
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    38%
    Confidence score
    Ireland
    1800 731 768
    1800 731 768
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    Australia
    +1 (800) 987-9000
    +1 (800) 987-9000
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    11%
    Confidence score
    USA & Canada
    +44 800 098 8125
    +44 800 098 8125
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    United Kingdom
    +64 800 995 069
    +64 800 995 069
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    New Zealand
    +43 800 802 582
    +43 800 802 582
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    Austria
    +32 80 026 102
    +32 80 026 102
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    Belgium
    +45 80 820 132
    +45 80 820 132
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    Denmark
    +358 800 102 172
    +358 800 102 172
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    100%
    Confidence score
    Finland
    +33 805 080 098
    +33 805 080 098
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    France
    +49 800 589 3922
    +49 800 589 3922
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    Germany
    +31 800 240 0013
    +31 800 240 0013
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    Netherlands
    +47 80 024 741
    +47 80 024 741
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    67%
    Confidence score
    Norway
    +34 900 838 969
    +34 900 838 969
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    100%
    Confidence score
    Spain
    +46 20 889 289
    +46 20 889 289
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    20%
    Confidence score
    Sweden
    +972 180 122 2299
    +972 180 122 2299
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    67%
    Confidence score
    Israel
    +27 800 980 785
    +27 800 980 785
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    100%
    Confidence score
    South Africa
    +55 800 878 2500
    +55 800 878 2500
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    100%
    Confidence score
    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
MyHeritage Category
MyHeritage is ranked 41 among 45 companies in the Websites category

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