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3.1 495 Reviews

MyHeritage Complaints Summary

256 Resolved
235 Unresolved
Our verdict: While MyHeritage has an above-average resolution rate, there’s room for improvement. Investigate common issues reported by customers and understand how they were resolved. Be prepared to follow up on your queries if needed, and keep detailed records of all interactions.
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MyHeritage reviews & complaints 495

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8:23 am EDT

MyHeritage mh deleted my (paid subscriber) family tree without my permission!

Back in January I simply asked how I could manage duplicates I was finding on MH on-line tree. Tech asked me to download and use their Family Tree Builder (big mistake). I ended up down a rabbit hole, where Tech synced my on-line WEB tree with Family Tree Builder to create a GEDCOM tree. Then I had two trees under 'Manage Trees' my original WEB tree and this newly synced GEDCOM tree. I selected the newly synced GEDCOM version as the default and began poking around, only to learn that it did not sync properly, absolutely inaccurate, fields are incorrect, hundreds of photos lost their tags and profile cards lost their linked photographs. I went back to 'Manage Trees' so that I could select my Web tree as my default again and it was GONE! Tech deleted it without my permission. I'm a paid subscriber, I'm allowed to have many trees under 'Manage Trees.' It was NOT tech's decision to make! I want my WEB tree back, restored to where it was before they 'synced' it and I have been asking tech to do this for nearly two weeks. MH deleted my tree without my permission and now they can't seem to restore it. What are my options? I am absolutely sick about this and can't believe this could happen. The ticket number is: #[protected].

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J
3:43 am EDT

MyHeritage I want to close my account!

MyHeritage is a very annoying company and I can't get rid of them!
I used this site in the past and I can't say that I was satisfied or something. No, MyHeritage was just not what I expected, so I decided to close my account. I contacted them and they assured me my account was closed.
But their spam messages were still coming!
Then I went to their website and, to be honest, I wasn't surprised when I successfully logged into my account. Contacted them again and told them that I want my account to be cancelled, that I was not interested in their service and that II was fed up with their spam. They said I was too rude.
Of course I was rude, because they lied about my account status, they said it was cancelled! Never use this site, their service is beyond ridiculous!

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K
5:43 pm EDT

MyHeritage dna teatesting

My cousins and I had DN A testing done with them we are 5 generations +German, 5 generations + County Cork Ireland, 5 generations + southern France, native American said my brother was my great uncle paid $100 mine came back British, Sardinia and Italian they sent a list of relatives not one is mine they hang up every time I call.want my money back

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8:38 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

MyHeritage my heritage "recurring" payments

I paid the above company for one year's subscription in March 2016. This company emailed today (me one year TO THE DAY after the previous payment) to tell me they had taken another year's subscription from my account. I received NO prior warning that this was going to happen - they just took it! When I called their freephone number and selected option 2 (Billing), I asked for a refund. Instead of dealing with my request, the representative told me someone would have to call me back, and that this would take 3-4 days minimum. I cannot in all seriousness believe that timescale and suspect this is a feeble attempt to fob me off. Any competent Billing Department should be able to sort this kind of query at the touch of a button.

I have not used this site for several months, and mistakenly though all companies should, as a matter of common courtesy, advise customers in advance of a "payment due" date. Myheritage is well known (and apparently praised) in the genealogical community for its content. Sadly their customer service is without a doubt the worst I have ever encountered.

This whole incident has raised many doubts and suspicions, to the extent that I have felt obliged to contact my bank and change my card details - inconvenient but necessary. I now await their response - if any.

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K
3:35 am EST

MyHeritage I am very disappointed

I am very disappointed with MyHeritage, there is absolutely no customer service and they ignore all my attempts to reach them. They replied only once with an automated message and nothing regarding my problem.
These people simply don't respect their users and it's ridiculous that they can't find time to help their user.
I don't want to deal with them in the future because I can't do business with someone who doesn't respect me.
In total I sent over 10 support tickets and they did not care. What a shame.

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John w carr
, CA
Apr 15, 2018 12:04 pm EDT
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The results are so broad .The only thing that is confirmed that I came from earth . Called them left message . One reply with message left (with an invalid number). Called multiple times and left messages no response. What a scam

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N
5:08 am EST
Verified customer This complaint was posted by a verified customer. Learn more

MyHeritage the change in subscription service terms unilaterally from that we signed upon

When I started to subscribe to my heritage premium plus family tree builder program it included
1 unlimited data storage and unlimited synchronization with family tree on the website.
2. Unlimited data storage of photographs.
3. Unlimited number of articles to be uploaded in separate albums.
Suddenly under the guise of of improved program they removed the possibility of automatic saving of data by the program for storage on the website about a year ago. Then about two weeks ago I suddenly found out that tree synchronization had stopped. So I waited a few days thinking that may be they have problems on the maintenance of the programs then I wrote to them several emails receiving no response even a courtesy one saying we have received your email. Then I called them at the support telephone number 1-[protected]. The first call I was informed that the matter was being forwarded to a customer support agent. Not receiving any response I called them a day later and even spoke to the manager. They informed that they have decided to unilaterally change the terms of the subscription and they were going to limit the synchronization to only once a week. If you want more you will have to pay more. Today though I am paying for the premium plus program for the past seven years their customer support and service record has been horrible. I tried to call them again today as with nearly 46, 000 names and about 20, 000 photographs and 20 years of self financed research work invested this company has suddenly decided to hold me hostage and demand like gangsters more money for the services that in the first place are a part of the program/subscription I purchased & have been using for the past seven years.
I have just reviewed the complaint record of this company on the internet and you will find that this company have completely no work ethics.
See additional information I have posted on site jabber on the internet.
Request your assistance in getting proper service from this company.
Yesterday I spoke to the support agent complaining about change in terms of subscription unilaterally, in an ongoing and old membership. The main aspect is that tree synchronization was suddenly made unavailable and removed from my ongoing subscription. When I spoke to them the supervisor said that they have changed the terms of the policy and that in order to continue they were limiting the number of synchronization to once a week. But in the mean while they have completely stopped the service and yet they have deducted the yearly membership fee. On a three year renewal.

With no response over a total of 4 days I tried to call them again to find out as to what has been done. I got their office but after coming to number one after a wait of nearly one hr a recording comes on that the offices are closed for the holidays and to call again. A few minutes later on the second call I had the same experience. After nearly on hour of hold. What festival is there today 16 jan 2017.

Looks like the company has put my number on a blocked list and have created a factious holiday.

This israeli company are great scam artists - unreliable in service and do not honor the terms of their subscription as published by them - unlimited data entry no restrictions on synchronization for the premium plus subscription.

Today I discovered that one of the persons I invited to be a member and access my website is not able to enter the site even though I get a message that the invitation is successful. .

Another scam.

Nissim moses

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Update by Nissim Moses
Jan 17, 2017 6:09 am EST

Today I had a self initiated meeting with Two Members of My Heritage and arrived at an acceptable compromise to the Problems I complained about. Thanks to all concerned for helping and arriving at an acceptable solution to the problem as a result I withdraw my complaint

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11:28 am EST

MyHeritage dna kit

I placed an order and paid for a DNA Kit on November 9, 2016 to this day December 9, 2016 I have not received the kit. After 1 email and 2 phone calls the story about the dates for back order shipments continually changes. The company stated they will give me a full refund in 3 to 10 days. I will have to see if it happens. What I don't understand is there advertising and selling the kit for $20 less than their competitors and they don't have the product on hand to sell and they never sent out any information about the back order. I am so very disappointed along with how many others. There ads are on television and Facebook just to name a few.

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B
3:31 am EDT

MyHeritage money from a/c

I have had £152.64 taken on the 24-Aug from my credit card but don't know why I also have the same thing of £26.34 taken on the 21-Aug bye BLS*RMG18888443886 and I don't know if its the same firm I just don't know what to do, I am in my 70 so not so up to date as others mite be.
Hope you can Help.
Brent Lewis

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5:52 am EDT
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MyHeritage rip off!

I did not like MyHeritage so I decided to cancel my account. I contacted customer support team and asked them to cancel and they promised to do that.
Later I received a bill and understood that these guys failed me and never ever cancelled my account! I went online and emailed again, but they did not reply! And now I have a bill and owe them money! But I'm not paying anything and it's not my fault that MyHeritage has such a dishonest customer service. They did not keep their promise and that's really a bad thing.

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3:24 am EST
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

MyHeritage - This company charged me for something, but I have no idea for what

I recently checked my account and noticed that unknown for me company BLS Myheritage LTD took money from my account. I didn’t authorize any payments and it was very strange. As well as I checked reviews about this company and found out that there were many customers, who lost different sums of money and they couldn’t reach the seller. I have the same issues. Please, help me to return money back.

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C
9:54 pm EDT

MyHeritage infringement on my privacy - unauthorized usage of my photo and data

My full name, Photo and related data has been publish on this site without my authority and is also all incorrect.
I request my information is immediately remove from this site.
I can not request this to the site unless I pay and I am not prepare to pay to remove an unauthorized intrusion on my Privacy.

Please take this as very serious request because is infringing my privacy and is a legal issue
Site: http://www.myheritage.es/FP/my-sites.php

Please reply to:
Cesar Mantilla
[protected]@gmail.com

Thank you

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on21
, US
May 05, 2013 3:18 am EDT

I found unauthorized charges made to my bank account from unknown source called PliMyHeriyAgePlimus. There were charges of $1.00 to $2.50 multiple times plus international charges of $5 each time.

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M
10:49 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

MyHeritage removal of monies from bank a/c

Several years ago, I utilised my heritage (a us company) to view their service concerning family heritage. I used their information to see what they were offering, once only.
I was not impressed with what they were offering, so that was the end of any association with them.
I was charged a small fee for this once only use.
Now, several years later, I find that a company called pli*my heritage_ltd have been removing funds from my uk bank account, using (so my bank have informed me) the card details that I supplied to them several years ago, without informing me of this fact, but using the pli*my heritage_ltd name.
Their charges have increased annually by 56.7% in the last two years.
I want these charges repaid in the next month, or I will instigate official complaints to the relevant authorities.

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11:02 pm EST
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Replied
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MyHeritage no technical support

All text data has been lost from my family tree, put together using MyHeritage software and services. The backup files held by MyHeritage should contain this data, but does not. MyHeritage technical support has failed to address this issue repeatedly and continues to ignore my plea for a resolution as the problem sits in the architecture/management of their databases. As a Premium Plus member, I am entitled to priority technical support, but the contrary appears to be true. MyHeritage fails to honour their part of the contract by not providing the required service and failing to communicate.

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Update by Jan Mastenbroek
Jan 22, 2012 3:47 pm EST

Rhianna,
Your support team provided instructions that did not resolve the issue and the missing text files remained hidden. I raised this issue on 7 January 2012 and it has only been after your personal email of yesterday when you gave me a hyperlink that I have been able to restore all previously missing data without complications and I am grateful for your intervention, because for the past two weeks I was not getting anywhere with your team.
In short, my faith in the MyHeritage product has been restored and my complaint has been satisfactorily resolved.

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4:04 pm EST
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MyHeritage stay away from these guys

They hold your details as it is a family tree. For me they are holding too many details none of which I gave them. I have asked them more than once to remove the surplus details but up to now they have either refused or now they ignore my emails.

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Anne Cush
, US
Feb 12, 2020 7:18 pm EST

Sent my DNA kit in over 3 weeks ago. Still not showing as received...forget calling, never get through

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Maxwell Graeme McIntosh
, US
Jul 04, 2019 4:38 pm EDT

I enroled and paid for a DNA test which gave me a 12 momth subscription. Have just seen an unauthorised charge to my Visa credit card for a further year. No consent for an automatic renewal was ever given by me.

Be very aware when dealing with this organization that once you provide credit card details, they have you locked in unless you have taken steps to cancel an automatic renewal about which you had no advance warning or knowledge.

G. McIntosh NZ

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Z
5:49 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

MyHeritage scams

Saying its '' Scam free'' when it is not and giving out too much personal information.
Some girl from the United Kingdom a.k.a. UK asking if she wants to hook up

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Ritam Verma
, US
Jan 09, 2024 9:22 am EST
Verified customer This comment was posted by a verified customer. Learn more

I was charged by this company on my credit card on 28 Dec 23. I have never visited their website or signed up for any subscriptions. My credit card company was able to resolve the dispute but this is super bizarre that a company was able to charge my credit card without any authorization.

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Sebastian Racine
, US
Dec 25, 2023 6:37 am EST
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No way to contact them directly by email or phone!

Impossible to be in contact with them except with a robot that do not respond to your enquiry or a FAQ that do not correspond to my problem.

Very bad customer service and aftersales service, a bit of shame!

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Corne Mitchell
, US
Dec 04, 2023 12:25 am EST
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Funds were deducted from my account despite not completing the signup process for a "Free Trial" (some T&C's are only shown after entering payment info). Company is unresponsive when contacting them via their website.

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lorraine stoba
, US
Nov 28, 2023 4:55 am EST
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Sent numerous messages in reply to messages you sent me but got no response to any messages but you proceed to take money from my account for a yearly fee I only signed up for the free trial you offer me but couldn't cancel ❌

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Tiara Bustamante
, US
Nov 27, 2023 7:57 am EST
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Two weeks ago I canceled my free subscription. Now, for some reason that i cant understand, the cancellation was not made and $107 dollars has been charged to my card. I need to request a refund, since I had requested to cancel the service before this and u charged anyways

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Marusia Bucknall Kowalyszyn
, US
Nov 19, 2023 9:53 am EST
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Boldly states generous coupon offers that don't exist. The only coupon that actually works are for DNA kits.

I followed instructions to no avail. I have done this many, many times.

I wish to take advantage of the 50% discount offer as advertised in their coupon.

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Zobo8980
Las Palmas de Gran Canaria, ES
Oct 23, 2023 7:12 am EDT

I used to be able to view my Ethnicity Estimate which is what I paid for, now it’s no longer there, my partners has disappeared to, most annoying it’s impossible to get in touch with any kind of assistance, you will be thrown around a FAQ page.

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lejla tresnjo
, US
Oct 22, 2023 10:14 pm EDT
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I would like to know what this site does besides take money out of my acc !

All the info I got is what I gave them ?

I would like my money back asap please

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Vnsomay
İstanbul, TR
Oct 11, 2023 9:21 am EDT
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I bought a DNA kit on the 22nd June 2023. Since then the kit has not been delivered. I contacted myheritage.com without any response or result. Basically I got scammed.

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Alexandru Mihaila
, US
Oct 11, 2023 5:05 pm EDT
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First i tried to contact you from the website but the customer support is horrible because i can't get in touch with nobody except the bot that isn't doing a lot either.

I tried to contact you at support@myheritage.com, my email is alexandru.mihh121@gmail.com, please respond

MyHeritage In-depth Review

Overview of MyHeritage: MyHeritage is a comprehensive genealogy platform that allows users to explore their family history and connect with relatives around the world. With its vast database and advanced research tools, it offers a seamless experience for both beginners and experienced genealogists.

User Interface and Navigation: MyHeritage boasts a user-friendly interface that is easy to navigate, making it simple for users to explore their family tree and access various features. The intuitive design ensures a smooth and enjoyable user experience, even for those who are new to genealogy.

Genealogy Research Tools: MyHeritage provides a wide range of powerful research tools to help users uncover their family history. From smart matches and record matches to instant discoveries, these tools make it effortless to expand your family tree and discover new ancestors.

Database and Record Collections: MyHeritage boasts an extensive database with billions of historical records, making it a treasure trove for genealogical research. The platform continuously adds new records, ensuring that users have access to the most up-to-date and relevant information.

DNA Testing Services: MyHeritage offers DNA testing services that provide users with valuable insights into their ethnic origins and potential relatives. The accuracy of the results, combined with the platform's vast user base, makes it an excellent tool for connecting with long-lost family members.

Customer Support and Resources: MyHeritage excels in providing top-notch customer support and resources. Their knowledgeable support team is readily available to assist users with any queries or issues they may encounter. Additionally, the platform offers a comprehensive knowledge base and community forums to help users make the most of their genealogy journey.

Pricing and Subscription Options: MyHeritage offers flexible pricing and subscription options to cater to the diverse needs of its users. Whether you're looking for a short-term subscription or a long-term commitment, there is a plan that suits your requirements and budget.

Privacy and Security Measures: MyHeritage takes privacy and security seriously, implementing robust measures to protect user data. With strict privacy policies and secure data encryption, users can trust that their personal information and family history are safe and secure.

Mobile App Experience: MyHeritage's mobile app provides a seamless experience, allowing users to access their family tree and research tools on the go. The app is well-designed and user-friendly, making it convenient for users to continue their genealogy journey anytime, anywhere.

Overall User Satisfaction and Reviews: MyHeritage has garnered widespread praise from users worldwide. With its comprehensive features, extensive database, and excellent customer support, it has become a go-to platform for genealogy enthusiasts. Users appreciate the platform's user-friendly interface, powerful research tools, and accurate DNA testing services, making it a highly recommended choice for anyone interested in exploring their family history.

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.

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