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MyHeritage

MyHeritage review: DNA / health check

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On 6 October 2023 I placed an order for a DNA kit, it was received and returned swiftly. On Saturday 4 November 2023 I received an email asking if I wanted to purchase a health check, which I did, both payments were through PayPal.

On Friday 10 November, I received an email advising me that my health check results were ready. I logged on and whilst I was trying to view them I became locked out of my account.

I mailed a request as to why, I received a response saying the account would be back and available in 24 hours time. This did not happen and despite an email on Saturday 11, Sunday 12 and Monday 13 November, I received no response. I then telephoned and spoke with an advisor named Yaniv, I was told the matter had been escalated and the technical support would contact me. I was offered two months free full subscription as means of an apology.

By Tuesday 14 November, nobody had contacted me, so I called MyHeritage again, speaking with Gina, who advised I would be contacted by technical.

Again nobody has contacted me, I am still blocked from my account and I have results I have paid for that I cannot access. I have contacted PayPal to request a chargeback, I have also sent one final email to my heritage.

The fact not one response to any of the email’s leaves me bewildered.

Claimed loss: £90

Desired outcome: I would like my results and access to them, if this is not possible then a full refund.

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    Nov 03, 2024
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