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MyHeritage
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3.1 18 Reviews 501 Complaints
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MyHeritage Complaints 501

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2:20 pm EST
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MyHeritage Unauthorized credit card charges

My card was charged $317.69 for a yearly renewal to November 2024. I did not receive the prior notice from MyHeritage that the account would be charged. I tried stopping it when is saw it was pending on November 22, 2023 by calling leaving messages, writing e-mails through the support website, and finally directly emailing today. I have not authorized this charge and I expect a refund immediately. Otherwise, I will open a dispute with AMEX about this handling of my account and charges.

Claimed loss: $317.69

Desired outcome: REFUND of $317.69

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11:40 am EST
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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 wa...

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1:54 pm EST
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MyHeritage Genealogy software

Have complete subscription which includes PRIORITY SUPPORT...
Complaints
11/6/2023 and ongoing
app lost data to include my Deep Story
denied authorization into my own information
throttled my ability to work in My Photos
app disrespected grammatical directions in biography
Opened tickets 11/7.8.9 with no response
Called 11/10 and s/w "Rosie" in Customer Service and repeated all issues and asked to be escalated.
11/15 still no response
Called 11/15 and s/w "Emily" and repeated all issues and reported a new one that My Book was processing forever and then it errored out - minimal data requested - tried a smaller data retrieval and still processing over 30 minutes
Requested to be escalated again - was told Tech would get to it when they could -
This software appears to be very unstable and the lack of support is unbelievable!

Claimed loss: Months of work have been put into this app to be able to produce genealogy books and charts and videos. Time is money - all I request is SERVICE

Desired outcome: I would like priority technical support with resolutions now.

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11:06 am EST

MyHeritage "My heritage" - subscription

The website "My heritage" via paypal billed my visa account for a renewal on Nov 5th 2023 for $435.68 which I did not authorize or approve of. I did not want to renew my membership as I am not using it.

Re: customer account # [protected]

I have contacted their customer service # 1.833.907.1800 to request a cancellation of the service and full refund .

As yet ... No answer from :

" my heritage" ?

Anthony Moniz

Email:[protected]@duck.com

Ph 604.441.7315

Desired outcome: Cancellation and full refund

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Craig L Vann
US
Nov 15, 2023 8:13 pm EST
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Delete them , delete your profile. I'm about to do the same thing. What's with all these phillipino women at the call center dictating to me over the phone what my ethnicities are. This property is under poor management just like ancestry is . They're no good

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12:13 pm EDT
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MyHeritage My Heritage took my money

$191 has been taken from my bank via PayPal.

I didn’t have a subscription with My Heritage.

In fact I found an email

Dear Peter,‎

We would like to bring to your attention that the automatic recurring payment for your Complete Plan has been stopped. This means your current subscription ends on October 19, 2024, and at that time you will be given the option to extend the subscription manually.

If you would like to extend your subscription, click here.

Next they send me a record of my supposed searches.

They are of someone that I have no idea who they are.

I have now had $10 extra removed from my bank for insufficient funds due to this fraudulent company.

Be warned people.

Claimed loss: $191 + $10

Desired outcome: Refund of $201

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Craig L Vann
US
Nov 15, 2023 8:14 pm EST
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I am about to delete my account with them. Their call center and operators are nasty as hell. My heritage , like ancestry and ftdna are all rip offs .

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5:52 am EDT
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MyHeritage £114 taken from account despite problems with cancelling

I did pay for a DNA test with one month's free trial. I tried to cancel the annual subscription well before the free trial ended but I found this impossible to do as according to your records I did not have a subscription. I contacted myheritage twice and informed them I did not want to proceed with the annual subscription and as I was having difficulty cancelling any future payments, but the money was taken anyway.

Since then most emails have been ignored with the exception of Dafna who offered me a full refund, however this has failed to arrive. The stress Myheritage causes to people worldwide by taking money without approval and the lack of customer service is unacceptable. The financial problems you have caused me by the lack of a simple response has caused me anxiety. You are a company that makes money from people's misery, I don't know how you can sleep at night.

Claimed loss: £114

Desired outcome: Full refund

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Craig L Vann
US
Nov 15, 2023 8:16 pm EST
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Delete your account with my heritage. You're better off. I hope my heritage. Ancestry and ftdna all get sued and their businesses tank and go under just like 23andme is currently being sued . My heritage is a [censored] site. Trust me

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12:17 pm EDT
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MyHeritage Unauthorised payment of £114 taken from account

Hi. I bought a DNA kit as a gift from MyHeritage on September 17th. A month later on October 18th they have taken £114 for a subscription I don’t need it , don’t want it and didn’t agree to it. I am unemployed on benefits. I cannot afford this. It is nearly 2 week’s of my benefit payment. I will mot be able to eat or pay my bills. I am devastated. I have tried to contact Customer Services but just hit a dead end. As of it doesn’t really exist. This is unethical

Desired outcome: Refund of £114

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9:50 am EDT

MyHeritage Subscription

My Heritage was advertised to me as been able to help find my birth certificate number, not only did they not do that they then took £79 out of my bank and emailed me thanks for a yearly subscription! I never signed up to this subscription, my refund request was apparently passed on but I haven’t heard a peep since! £79 is a huge amount to me and I’ve been left so disappointed. I would never use this site again.

Desired outcome: Refund

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8:59 am EDT
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MyHeritage I have no idea

MyHeritage just tried to charge my husband's credit card 10/12/2023. He died 3 weeks ago and DID NOT sign up for any of this prior to his death (he was in the hospital without access to a computer or phone). Thank goodness the credit card company declined the transaction (I think they've seen MyHeritage before). Ghouls! The credit card company and I resolved the issue by declining the charge. I just want people to know what sort of company this is.

Desired outcome: Letting people know what sort of company this is.

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3:04 pm EDT
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MyHeritage Harassment from another member

Myheritage police states: you cannot Stalk or harass or make persistent or regular contact with other users without their consent or encouragement or after any consent or encouragement has, expressly or impliedly, been withdrawn.

I have emailed a few days ago about a member harassing me, who is persistently inboxing me and has proved to be unstable in her ramblings. I dont feel safe using the site anymore. Theres no feature to block her from contacting me. Theres no reply from the myheritage support team. Nothing.

Desired outcome: Have this person removed, or tell me how to block them or I will be reporting said person to the police and myheritage also for ignoring my emails and allowing the harassment to continue.

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3:28 pm EDT
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MyHeritage 14-day free trial but was charged annual subscription $99.99

I signed up for a 14-day FREE trial and was charged the annual subscription of $99.99

I canceled my account and subscription and received email from support stating I will NOT be charged, yet I WAS charged.

I have been fighting with customer support for over 2 months and they continue to tell me to fight my bank to get my refund. This is unacceptable. My bank did not mistakenly charge me, Myheritage did. MyHeritage REFUSES to give me my money back. I request to speak with a supervisor and none are available. I keep getting the run-around this is unprofessional and just a straight up SCAM.

Desired outcome: ISSUE ME A REFUND

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11:26 am EDT
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This review was chosen algorithmically as the most valued customer feedback.

I have wanted to contact the service for more than two weeks regarding the debit of a full subscription, this subscription follows a free trial period of these services. I used the Service as a free trial user during the period from August 30, 2023 to September 13, 2023. However, I did not intend to use these Services again in the future as I am not...

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2:47 pm EDT
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MyHeritage DNA testing

My DNA test results have come back and show that I am 84.2% North and Western Europe and 15.8% Irish Scottish and Welsh with no further breakdown. This is very disappointing and has in no way helped understand my historic background (e.g. there are nearly 300 groups in North and Western Europe). The website shows a further breakdown in the example on the website and does not allow me to raise a case directly with them so I am unable to contact them.

Desired outcome: I would like a breakdown of my DNA in the groups identified or a full refund if this is not possible as it is clearly shown on the website.

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7:18 am EDT
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MyHeritage DNA Sampling.

After preparing my DNA Sample, I took it to the Post Office (UK) but they refused to accept it without a CUSTOMS DECLARATION attached.

In No way did MyHeritage inform me that this would be a requirement.

ANY advice you can provide would be greatly appreciated.

It should be noted that this is my 2nd attempt to send a sample, the 1st attempt was never seen or heard of again.

*[protected]@gmail.com*

Desired outcome: Desired Outcome... That all Future MyHeritage users are advised/assisted in this matter.

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9:31 am EDT
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MyHeritage Subscription

After purchasing a DNA kit as a gift for someone, My Heritage has now taken $324 from my bank account for a subscription that was never wanted or even used. The "renewal" notification was sent through e-mail less than 24hrs. before payment was taken. I called to speak to a representative and was told that it (my refund request) would have to be escalated.

How do I get my money back for a product/service that I didn't want, was never used, and that has been taken without my authorization?

Desired outcome: I want my money returned to me.

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5:55 am EDT
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MyHeritage Unauthorised debit/ refund

I received an email at 12 midnight on 12/9/23 advising me that my sub has been renewed for £229 on the 12th.

I did not received a prior reminder and did not authorise this payment.

For the past 2 years I had received a reminder before the renewal date.

I have rang the refund number and a got a voice message saying to leave my number and someone would call back but no one has.

I sent an email but no response.

I am a UK resident.

I am away from my home address at the moment.

Thank You.

Desired outcome: Refund.

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2:01 am EDT
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MyHeritage Heritage site - ancestry

I too forgot to cancel a free trial and myherirage did not send me a reminder before the trial ended. They have charged me £114. Its impossible to cancel because the customer support pages are on a never ending loop. When you click on request a refund, it takes you to a page for customer support but you end up back at request a refund. There is no email address and because of the whole process I do not trust the 'toll free number from the uk'. I intend to ask my bank to dispute the payment.

Desired outcome: Full refund and deletion of my account

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11:04 am EDT
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MyHeritage DNA Testing Kit

Hello,

On 11 August 2023, we paid via PayPal 71 euro for 2 DNA test kits (me and my son). There is one-time test and there is nothing said about a subscription. We are not interested to get updated information about our genealogy, but we would like to get a first result.

We received the test and we sent them back on 22 August 2023. Since 30 August 2023, we have not received updated information about the delivery.

On 10 September 2023, my account has been debited with the amount of 117 euro, for a so-called "annual subscription".

So, firstly, I would like that the amount of 117 euro, debited on 10 Sept 2023 to be refunded in maximum 5 business days.

Secondly, if the results of the DNA tests will not released till the end of September 2023, I request the refunding of the initial payment (71 euro).

I am pretty sure that MyHeritage is just another virtual robber and I am wondering how so many people trust such an impostor!

Simona Georgescu

Desired outcome: Refunding 117 euro + 71 euro

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7:29 pm EDT
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MyHeritage Annual Subscription Fee

I am currently seeking assistance in getting a full refund of AUD $191 for a charge that was made to my Paypal account at the end of the free trial. No reminder was sent to ensure that I wanted to proceed with the membership at the end of the trial - I understand that it was noted at the start - but the vast majority of organisations send reminders before charging - especially such a large amount. I did not log into the site once during the free trial.

Desired outcome: A full refund of all monies charged to my paypal account on Sept 6, 2023

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8:58 am EDT
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MyHeritage Free trial subscription

I got charged $129 on August 11 2023.I’ve asked for a refund multiple times and I still have not got a call back someone claimed they called thru an email but the fact is I didn’t I have phone record to prove it I’ve sent multiple emails begging for refund I don’t know what else to do if they would not respond to the emails either. And the email specifically says th that I can reply to it, so why I say I can reply and then you not respond

Desired outcome: Refund of 129.00

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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 Charge to my business credit card was posted on Jul 18, 2024. The latest complaint Visiting website was resolved on May 22, 2024. MyHeritage has an average consumer rating of 3 stars from 519 reviews. MyHeritage has resolved 261 complaints.
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  1. MyHeritage Contacts

  2. MyHeritage phone numbers
    1800 817 330
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    38%
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    +64 800 995 069
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    +32 80 026 102
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    100%
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    +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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    +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%
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    Sweden
    +972 180 122 2299
    +972 180 122 2299
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    67%
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    Israel
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    +27 800 980 785
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    100%
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    South Africa
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    +55 800 878 2500
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    100%
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    Brazil
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  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
    Jul 19, 2024
MyHeritage Category
MyHeritage is ranked 41 among 45 companies in the Websites category

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