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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Subscription renewal
In March, 2023, I cancelled my subscription to MyHeritage.com. I was informed by MyHeritage that my subscription had already been renewed and that my PayPal account charged for $149.00. I was further informed that this subscription was good thru September, 2023. Imagine my surprise when I found that I had once again on September 1, 2023, my PayPal account been charged for $149.00 for the cancelled subscription.
This is extremely frustrating. How many times do I need to tell MyHeritage that I want to cancel my subscription. The customer support telephone numbers are invalid and the online support resolves nothing.
Please refund the latest charge of $149.00. I have been ignored and I am very upset.
Thank you!
Jackie Hoard
[protected]
[protected]@aol.com
Account NO: [protected]
Desired outcome: Refund of $149.00 to PayPal account.
This complaint has been resolved automatically due to user's inactivity.
Trial subscription canceled, still charged
Took a trial subscription on 12th of august 2023. Canceled it hours later as I was no longer interested. Never got any email about that BTW. 26th of august, I get a charge of 68.17 euro's on my paypal. Myheritage took the money for a full subscription, got an invoice and everything. I try to contact them... nothing... asked for several callback...
Read full review of MyHeritagedna
I am trying to change my email and when I spoke to u I was told no one could talk to me because i am not a paying customer. well I paid for my dna kit but could not receive any of the emails you Sent me because I gave you the wrong email address by accident. so I am unable to recieve the reset link from you. my My dna code is MHAYG434. PLEASE CHANGE my email to c.[protected]@yahoo.com
This complaint has been resolved automatically due to user's inactivity.
My heritage
After buying a DNA kit as a gift for someone who has registered the kit in their name, My Heritage has now taken £114 from my bank account even though I do not use them or have e signed up for their service. I cannot get through to anyone on the phone and cannot chat online to them.
How do I get my money back that has been taken without my authorisation?
Desired outcome: I want my money returned to me
This complaint has been resolved automatically due to user's inactivity.
Refund Of Payment
Hello I did a free trail the other week to try find more Information about my mum n her family as she was adopted! I had $191 taken from my bank account before I even had a chance to cancel free trail! It’s not good enough I’ve explained on phone Wed Thurs Fri just to be told I’ll be contacted within 24 hours & now tried to call again today since it’s been close to 48 hours still nothing! So I’m filing a complaint as they have told me they have put it as urgent if they did I’d have my money they took away from me back in my bank account! Suck bad customer service…
This complaint has been resolved automatically due to user's inactivity.
Yearly membership cost
I was not contacted about a renewal fee of $319 that was charged to my Pay Pal account this week. I have not been using my heritage for quite some time I have not had the time to work on it so I did not want to renew at this time. It was done automatically without my permission that is a large sum of money for a retired widow to spend on this program without even knowing it is happening. I would like it cancelled and refunded immediately.
Cynthia L. Brogden
cyndi.[protected]@gmail.com
1009 Carroll Street Boone, Iowa 50036
[protected]
Desired outcome: I want membership cancelled and money refunded
This complaint has been resolved automatically due to user's inactivity.
MyHeritage.com
I was offered a 14 day trial which I didn't end up using and then £56 was automatically debited from my account without any warning and without my permission. I want this money credited back into my account.
I have messaged MyHeritage so many times over the last two weeks and not once have I ever received a response.
I have also used various email addresses including:
[protected]@myheritage.com
Nikolina.[protected]@myheritage.com
[protected]@myheritage.com
Can you help resolve this issue from a company who take money very easily and illegally but also do not respond to any communication.
Mandy Sharp
Desired outcome: My money back
This complaint has been resolved automatically due to user's inactivity.
Charged for a yearly subscription of $149
I purchased a DNA test and nothing more. I did not sign up for any subscription and I also requested that any free trial be cancelled well in advance. I was notified of a $149 charge to my Paypal account and immediately attempted to contact MyHeritage by phone. An automatic response came on asking for my account # and then it hung up on me. Any further calls from me have been blocked by them.
I sent another email with proofs of their charge and have not received any response. I will now file a claim with paypal.
Desired outcome: I seek to have my funds returned, as this has put me in financial distress
DNA Testing kit
Hello. I ordered x2 DNA KITS and posted them on 16th April. I heard nothing back to say mine hadn’t reached the lab, despite emailing. It took over two months to get through to someone. They said my kit got lost in transit, which I was surprised about especially as the other reached you. I again send a replacement 4th July and only hear today 18th August that my kit has been lost in transit again. I find this hard to believe. I have been offered another kit or a refund. I am disappointed that I wasn’t offered both as an apology. I do believe this was lost at the My Heritage facility and not in transit.
Desired outcome: I would like a full refund. I would also like a replacement kit for free.
This complaint has been resolved automatically due to user's inactivity.
Website
To MyHeritage.com;
1- DNA- My DNA RESULTS are still NOT AVAILABLE as of [protected], when it was DNA eRaw data produced on August 1, 2023.
2- I recieved NO EMAIL after exporting GEDCOM for seeing results.0So NO GEDCOM FILE.
3- Getting a Respnse from MyHeritage.com is null.
4- On your "Request for a Call Back Page", in explaination of problem & upload screenshot. It doesnt work, there is no place to upload a screenshot & it has the same 'email' as your regular email.
5- On your print outCharts & Books it states that you will get an "Email', when Done. NO EMAIL SENT.
I will expect a reply to abate the above stated problems from your website within 3 days.
If these problems are not resolved I will be forced to cancel & file a complaint with the Consumer Protection Agency, BBB & my Financial Institution. If I have to file a Complaint, rest assured there will be an investigation.
[protected]@gmail.com
Desired outcome: DNA Resukts, Get emails, 4 GEDCOM 2 work, fix your website, Communication
I have contacted you per your email supra. I did NOT GET A RESPONSE. Addition to the above complaints...I can't download my DNA RESULTS, which I paid for. I've tried again to contact Customer Service with, of course no response.
I'm starting to think this 'MyHeritage.com' site is a SCAM to sell DNA Tests & Memberships Only, in which are Fraudulent Claims being for being able to download one's own Personal Information.
Lack of checking.
Years ago I used genesreunited.co.uk when starting out with on line family history. I was naïve in as much as trusting others genuine pursuits as I stupidly opened my tree to someone who copied the whole thing. When I complained she was told to delete the persons on my tree that were still living which she did ... but from that tree. She, Sandra England, by this time had copied and pasted it to her Ancestry tree and now I have seen it with me in it (AND I'M NOT DEAD) on My Heritage. She, Sandra England, is no relation to me whatsoever. She was originally checking as it turned out because her daughter's fiancé (at the time?) was related to a great uncle's wife. Yes so lateral a connection you'd have to take 3 buses, 2 taxis and a plane ride to connect us. So my query is do the likes of My Heritage EVER check authenticity? I know from experience Ancestry doesn't. My Heritage sent my "Smart matches" which is how I found out ... and how it totally ruined a lovely day for my yesterday and why I took my tree off their site. The disappointment is immeasurable! The worst thing about "cut and paste genealogy people is the damage and hurt they cause. I would have expected more due diligence from the likes of My Heritage.
Desired outcome: Remove Sandra England's tree from your site. If I find out from others that my name and ANY of my relations are still on her tree I may seek legal advice.
This complaint has been resolved automatically due to user's inactivity.
Charged automatically - refund requested - no response from anyone at myheritage
I had a disappointing experience with the customer service of MyHeritage. Despite attempting to reach out to their customer support number, I received no response, and my call-back requests and emails went unanswered.
I signed up for a free subscription and purchased a DNA kit through my account. However, after one month, I noticed a charge of 114 GBP on my bank account. I did not make any purchases or subscriptions on that day, leading me to believe that MyHeritage took money from my account without my permission.
Unfortunately, I now have concerns about the safety of my bank card details and cannot trust the data provided by MyHeritage. It seems that their primary goal is to take money from their customers, which is disheartening.
This complaint has been resolved automatically due to user's inactivity.
Exact same thing happened to my husband . He implemented a FREE TRIAL with my heritage , having been giving a promise of an email from them “prior to trial ending” to prompt him to activate or decline , this email never came . So they breached the contract .
My husband was aware of the end date and recorded it .
My husband declined subscription before the trial ended yet some how he was charged 251.90 Aud ! Scam ?
subscription
Subject: Complaint: Unauthorized Charges and Unresponsive Support
To Whom It May Concern,
I am writing to express my disappointment with my recent experience with the MyHeritage app. I downloaded the app out of curiosity and was required to provide my credit card information for a trial period. After using the app briefly, I found it unsatisfactory and signed out.
To my surprise, I was charged $94 without authorization. Despite my attempts to reach out to your support, I received no assistance. This experience has left me frustrated and dissatisfied with your service.
I demand an explanation for the unauthorized charge and a full refund. I also urge you to improve your support system and address these issues promptly to maintain customer trust.
This complaint has been resolved automatically due to user's inactivity.
Refund
I do not remember signing up for a MyHeritage free trial at all, have no idea how you got my credit card details. When I saw the charge against my account, I was confused and shocked. I went to cancel the account, so I could have the annual charge returned, but it seems this is not possible. I do not want the annual subscription and would like a refund.
This complaint has been resolved automatically due to user's inactivity.
DNA and account access
I bought a dna test and forgot the password to the free trial. I hit the change password link in the email that they sent me and it just took me to the home page not to the change password page. Then it said if that didn't work to ring phone support but when I rang it told me that I did not have a paid account and phone support was only for paid accounts. Therefore I have no access to the dna results that I did pay for and have activated through an account I do not have access to.
Desired outcome: access to account so I can look at dna results
This complaint has been resolved automatically due to user's inactivity.
They charged me without my permission
I have been charged by these guys 120 euros one day ago for an annual subscription that I’m not even aware about and for which I have not given any permission . They call it a a complete subscription for the family site . And no, the only mail being sent was one announcing me that the money has been deducted . Absolute abuse . you charged me in the 5th of August my account id is [protected]
i send an email to rafael.[protected]@myheritage.com
Desired outcome: i need a refund now . i send an email to rafael.[protected]@myheritage.com
This complaint has been resolved automatically due to user's inactivity.
Yearly Subscription
I had a free trial for my heritage. After discovering they had very little information on my family or hints I decided I would cancel the free trail. The trail ended on the 26th July, so I logged on after work and found that they had renewed/started a yearly subscription for me. It was still the last day of the trial! I immediately cancelled the subscription, checked my bank account to confirm the money had been taken and reached out to their customer service.
I have tried over 6 times to contact them, via phone, via call back and also via email and had absolutely no response.
They should not have taken this money from my account. It's over 100 dollars which is no small amount.
Desired outcome: Full refund
This complaint has been resolved automatically due to user's inactivity.
Full years subscription taken after renewal cancelled
I bought a DNA kit as I am interested in family history and was given a free 14 day trial. I immediately went to the website and cancelled this as I didn't want to forget and get charged. Roll on to 2 weeks later, went to check my bank before some bills were due and £114 has been taken for a full subscription even though I had stopped the autorenewal. Found a place to email and had a reply after 2 days asking for a phone number but I work full time so its impossible for me to talk on the phone. I replied and asked if it was possible to resolve over email as I just wanted a refund as I had not authorised the payment. No reply. Emailed again two days ago and still no reply. I need this money to pay bills.
Desired outcome: Full refund
The complaint has been investigated and resolved to the customer's satisfaction.
Withdrawing money from the account
I am filing a complaint about a situation in which 109 euros disappeared from my bank account. I didn't give my card number anywhere and the money was gone. I didn't buy anything and the money disappeared. Please get your money back immediately.The money was taken from the account on 3.07.2023.I entered the website without buying any package and yet the money was debited from my account despite the fact that I did not provide my bank number anywhere.
Desired outcome: giving money back
I am filing a complaint about a situation in which 109 euros disappeared from my bank account. I didn't give my card number anywhere and the money was gone. I didn't buy anything and the money disappeared. Please get your money back immediately.The money was taken from the account on 3.07.2023
The complaint has been investigated and resolved to the customer's satisfaction.
Charged for full membership and data membership at the same time.
Want to cancel auto renewal on MyHeritage. No answer. Then was offered a full subscriptions with the $189 I had already paid. Submitted that offer. Then received an email that said the offer was not allowed. This happened on July 18, 2023 and July 19, 2023. I show subscriptions to both Full Membership and Data Membership. I have no idea what I will be charged: $189 plus $299?
Unable to contact by phone from my state. Has been a problem over the years.
Desired outcome: Do not want to subscribe to full membership for $299 and data membership for $189. I do not want either one. I would like a refund for the $189 and the $5 that was charged to my account on the 18th and the 19th.
The complaint has been investigated and resolved to the customer's satisfaction.
MyHeritage Reviews 0
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.
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
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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 16, 2024
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