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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Annual subscription taken without notification
Account ID [protected]
I opened this account on June 16 2022 not knowing that I would be charged £79.00 for an annual subscription 14 days later that I did not want.
Did not receive any e-mail stating that this charge would be taken and therefore shocked to realise that the money had gone out of my account.
As stated in your details I would like to request a full refund of these charges as I have no wish to use your site in the future and certainly cannot afford this cost.
Regards
2 charges on the same day - 1st July 2022.One of £72 and the other at £56 for annual subscription. As your company policy states please refund both charges as neither subscription is needed.
Date membership started 16th June 2022
Membership number..[protected]
Unauthorized charge for annual subscription
did the 14 day free trial which was to end on June 24, 2022. I stopped the trial a few days early and then after midnight on June 25, 2022 they charged me for an annual subscription that I did not request. I have called repeatedly to have my money fully refunded, $136.74 including tax. Just called again today, day 5 of waiting for my refund. I was told, after insisting my money be returned today, that I am now at the top of their list and that they have many 'similar' cases they're handling. So that told me that they are charging MANY people that did not request an annual subscription. They could learn a thing or two from Ancestry. When you cancel ancestry, you are cancelled. They don't charge you anyway. This better get resolved soon, They took my money in an instant but it's taking way too long to reverse it.
Desired outcome: FULL REFUND IMMEDIATELY
Auto renewal of a subscription I didn't authorized
I received an email dated 6/28/2022 informing me the I was charged $149.00 for a My Heritage renewal without my consent. I called the help number on 6/28/2022. I did not approve this renewal: I was not informed this renewal was automatic in any noticeable way. I did not receive any notification prior to my account being charged. Billing Rep. has not returned my call as told by the operator.
Desired outcome: Full refund of an unauthorized transaction.
My situation too. Dreadful company.
Keep calling them every day...don't select the billing department, select option #4, customer support. I called constantly demanding a full refund. Always told they will call back but of course they never did. Today, finally, after 6 days they refunded my money. KEEP HOUNDING THEM. I asked the girl where she was located and she's in GUATEMALA CITY, in freakin' Guatemala!
Aaron Allen, have you gotten a refund yet?
Same thing just happened to me. I did the 14 day free trial which was to end on June 24, 2022. I stopped the trial a few days early and then after midnight on June 25, 2022 they charged me for an annual subscription that I did not request. I have called repeatedly to have my money fully refunded, $136.74 including tax. Just called again today, day 5 of waiting for my refund. I was told, after insisting my money be returned today, that I am now at the top of their list and that they have many 'similar' cases they're handling. So that told me that they are charging MANY people that did not request an annual subscription. They could learn a thing or two from Ancestry. When you cancel ancestry, you are cancelled. They don't charge you anyway. This better get resolved soon, They took my money in an instant but it's taking way too long to reverse it.
They also keep saying they will call me to resolve it, so far they have never called.
MyHeritage autorenewal
About a year ago I ordered two DNA kits and that is all that I paid for. I used the family tree builder to build a tree and was generally happy with the service until last week when my credit card was suddenly charged 306.45 euros! I checked my "purchases" page and I have no subscriptions, it only says my tree is active which I guess to myheritage is a subscription!?!?! No prices listed either. I had no idea I had any kind of subscription at all, and would never pay 6 times what a DNA test costs to keep my tree active. I checked my emails and there is nothing about any upcoming renewals there. I have contacted customer service a week ago but have not yet heard anything from them.
Desired outcome: I would like my money refunded and any subscription that I have canceled.
My Heritage DNA Ltd
A subscription payment of £56.40 was taken from my PayPal account on 10th Feb, I have only just noticed this today. I never setup this subscription and I have never used the website.
Desired outcome: I would like a full refund asap
Unable to open yearbooks
i am trying to open and look at year at yearbooks 1962, 1964, 1965, 1967, 1968 for Caston High School, Fulton Indiana. I am only to open and view the yearbook year 1963.
How can i view the years listed above and how do i do a search for a specific school and year? My email is [protected]@yahoo.com,.
Thank you,
steve gosnell
Unauthorized credit card charge
I received an email from MYHERITAGE with an attached receipt charging a credit card on file for $99.00 for a renewal on DNA Health Reports. I did not authorize this charge and the credit card on file with them was an old credit card that I canceled with my bank. I called customer service immediately about this charge they stated they would refund my bank. What I find even more concerning is how did they recieved payment from a canceled credit card?
I received an email on June 20, 2022 at 3:04 am notifying me of the charge to my credit card, I immediately called MyHeritage customer service 22 minutes later about the unauthorized charge and informed them that credit card had been canceled and their reply was they got the money and would refund my bank of the charge. I'm calling my bank asap to see how they received payment.
Desired outcome: Full Refund
Matches by people
I have had matches with people and dealt with them but the hints are still there , I have had this porblem before and I complained the last time and someone said it has to do with the algorithms ?
anyway they are still there and it annoys me very much !
Unauthorized credit card charges
Through the internet, I paid for heritage services in order to search certain family members. I used this service for the month I requested. It was a fairly useless service and I stopped using it. I was then billed and charged for an additional charge for services I didn't request. I was not advised that an there was any additional fee nor given any advance warning that there would be an additional charge. The charge was for $342.09 taken on 5/4/2022 through my Fry's credit card
Desired outcome: I would like to cancel any service with them and get my money returned.
Keep calling them every day...don't select the billing department, select option #4, customer support. I called constantly demanding a full refund. Always told they will call back but of course they never did. Today, finally, after 6 days they refunded my money. KEEP HOUNDING THEM. I asked the girl where she was located and she's in GUATEMALA CITY, in freakin' Guatemala!
Automatic subscription renewal
In error I thought I had cancelled my subscription but it appears I had not as I have just been charged £228 for a further year's subscription. I have not used MyHeritage for over a year. I no longer want the subscription and cannot afford to pay such sum for an unwanted service. This ruthless policy of the company leaves me feeling extremely distressed as it goes against all decency and fairness.
Desired outcome: I would like a full refund of my unwanted subscription on the basis of goodwill, fairness and customer relations.
MyHeritage
MyHeritage tried to deduct 89.00 dollars out of my account about three something this morning and I always have my card on lock and they couldn't take nothing from me good thing my card on lock because I don't know these people either.
Payment not authorized
On 5/5/22, a $315 charge was placed on my Citibank card. This is a re-occurring charge that I did not see in the fine print, and did not authorize knowingly, nor did I purchase anything that I am aware of. If I did, it was a hidden charge that I would not have authorized, and I would like it refunded. My name is Brian Horman.
Desired outcome: Refund of $315 and cancel the account.
Genealogy
I received an email dated 6/8/2022 12:00 a.m. informing me the I was charged 315.00 for a My Heritage renewal without my consent. I called the help number on 6/9/2022 5:00 a.m. and was told that someone would call me back in the future (no time frame given). no reversal occurred. I did not approve this renewal: I was not informed this renewal was automatic in any noticeable way. I did not receive any notification prior to my account being charged.
Desired outcome: please refund and cancel unwanted subscription
Auto renewal won't refund!
My bad I forgot to cancel an auto renewal plan on My Heritage, I contacted customer services immediately after i recieved an email and a charge to my credit card.
I explained to the help desk that yes my fault I hadn't cancelled my renewal before it was due however I don't use the services enough to justify another year of use. I was asking for a refund and I got told no due to it being an auto renewal plan, to this I said well isn't your terms and conditions 30 day money back guarantee within 30 days of purchase. Well I only purchased yesterday so that's within 30 days.
I was told no I wasn't eligible for a full refund, Nir then spoke to his finance people who then offered 25% of the purchase price back... I wasn't impressed by this as I really want the full 100% back as I cannot afford to pay off the full amount. I was told the best he can do is 35% refund of the purchase price. Still unhappy I just felt defeated as I have made a costly mistake and my complaint was fallen on deaf ears!
I would like my heritage to make this right and just refund the full amount as a so called valued customer. Not impressed at all.
Desired outcome: Full 100% refund of product
I didn’t know anything about this company or this payment until it was being taken. I’m a 72 year old widow who cannot afford this sort of money.
This money was taken on 24 May & although I tried to stop it I was too late. I don’t know how this information was obtained. I have no interest in my Heritage USA, & certainly I’m not wealthy enough to spend over £200 on something that is of no interest to me.
I have launched a query with PayPal as well as yourselves. I would greatly appreciate any help you could give me in returning this money.
Desired outcome: Return of £226.50 to my bank account
I wanted to order only one test kit, but two were charged and sent.
I was sent two test kits instead of one. Now I have one and the other is still in the post. I don´t need two kits, so I want to leave the other one in the post to be returned to you. And of curse I want the money to be returned.
Both kits are charged on 22.05.2022, the place being [protected] Great Britten on the invoice.
My contact information is
Helinä Korpela
Rahakamarinportti 1 G 5
00240 Helsinki
Finland
email helina.[protected]@outlook.com
Desired outcome: Lease could you refund one of the orders.
I was charged for the product I did not want
I want my refund money back. My heritage website does not allow customers to cancel their subscription on the website. It is very inconvenient and very frustrated
On May 24 / 2022, I found that the My Heritage website had charged me for a one-year subscription that I never knew anything about it.
I never used the website, and for the second time without my knowledge, I have been charged
I have phoned My Heritage, but only an automated voice response, then they promised to call me back, but it never happened.
I also emailed it to customer support, and they gave me a ticket number that never got a response.
I have attached screenshots of my charge from my PayPal charged.
Desired outcome: Please, I need my refund, I really need help with this issue
The complaint has been investigated and resolved to the customer's satisfaction.
My Heritage, Auto Renewal of Premium (expensive) Membership
For a company to auto renewal, with no reminder email, no reminder text, no obvious notification on log-in pay, is sneaky. And when that auto renewal is for over £200 I think it should be illegal.
In the UK at the moment, we are being squeezed left, right and centre and to have £230 taken out of my account, a few days before my pay day is pretty dire. I have been left overdrawn, which will cost me.
A reputable company shouldnt need to use the rather underhand tactic of auto-cagey auto renewal. I mean, I think the site is brilliant, it shouldnt need to rope us in and grab money in this way. Considering it is a family history site, and utilising our very own family records, it seems rather immoral.
I have contacted customer services (I should have a hotline considering how much I am paying them). I have just received an auto reply about cancelling the membership, nothing about a refund.
Desired outcome: Refund. And clear information on membership options made more easily found.
The complaint has been investigated and resolved to the customer's satisfaction.
I was charged for the product I did not want
I was going to buy DNA kit (and I did), and to buy one you have to be registered on their website. To register you need to provide your credit card details and then miss the subtle notification of annual subscription and then you are charged with 128 eur.
I tried to contact support on live chat, got a ticket [protected] with a promise of someone contacts me back. Never happened.
I called and left a voice message in the refund section. No any replies.
Its been more 11 days
Desired outcome: To receive a refund
The complaint has been investigated and resolved to the customer's satisfaction.
Refund needed
I ordered my DNA kit on 11th April and I have never received it. I want a full refund of £47.00. I contacted My Heritage and left a voicemail over a week ago and no one has even contacted me to issue a refund. Disgraceful service.
Desired outcome: refund please
MyHeritage Reviews 0
About MyHeritage
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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.
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MyHeritage address3 Ariel Sharon Street, 4th Floor, Or Yehuda, 60250, Israel
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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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