MyHeritage’s earns a 3.1-star rating from 519 reviews, showing that the majority of family history enthusiasts are somewhat satisfied with genealogical research tools and services.
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Unauthorised subscription fees
I made the mistake of trusting them with my card details when I purchased 2 dna kits as gifts (after buying 3 more and recommending them to literally everyone I know)
For the first time, I got charged an annual subscription fee for which I had no knowledge of and did not use nor wish to use in the future.
I spoke to a bot in the chat which informed me that they would contact me. They did not.
I found an email here to which I sent my request for a refund to which they did not respond.
I'm on the verge of calling my bank but I told myself to give them a couple more days.
I am so disappointed in this company. Never thought they would sneakily charge me after purchasing 5 dna kits and recommending them to so many people.
Please resolve this issue ASAP.
Agnesa Gkasparian
Desired outcome: Refund
Quick update: Just got a call from a very kind customer support agent from myheritage who immediately resolved the issue!
I couldn't be any happier !
Thank you
Knowing that there is a trustworthy customer support team is extremely important and I will definitely make more purchases in the future from them.
Thank you for the response Dean but I have already sent an email to the email address you provided.
I did it yesterday and I'm still waiting for a response.
Also got a call from Alabama but I don't know if it was from you, the person hung up immediately.
Sample sent for almost a month at the laboratory
I am writing here about a sample that I sent on June 20 and for which, unfortunately, the status in the application is still not updated, the sample does not appear to have arrived at the laboratory.
I sent until now 2 e-mails regarding this issue in order to know how to proceed further but I didn't receive any response.
On the phone I can't contact the customer service.
The problem is that I purchased another KIT for another member of the family and sent the sample on July 4 and for this one also the status is the same- the sample didn't arrived at the laboratory.
For the first sample the KIT number is: MH LNB237.
Hope that someone from here could give an answer.
Desired outcome: To find out if the samples are received or not to the laboratory or to receive my money back for the 2 kits or to receive others
The complaint has been investigated and resolved to the customer's satisfaction.
Access to myheritage account.
I have an old email address which has deleted all my contents/labels and relevant email information regarding my account with My Heritage.
When I have tried to access My Heritage account, it appears that all my previous data and DNA records (together with matches), have disappeared.
How do I reopen my account with my previous details, matches results etc?
I have found many family members on my account and wish to connect with them.
I bought a kit last year in September 2022 and had results October 2022.
I have the DNA kit number if required by you.
I have tried access my account via a new email address unsuccessfully, as it just shows that I have another new account! (as if I was starting all over again).
Desired outcome: Retrieve my account with all my family DNA matches and family member details.
The complaint has been investigated and resolved to the customer's satisfaction.
Charged for a free trial I cancelled
I followed your sites instructions to cancel my FREE TRIAL and you have deducted ZAR 2000 form my credit card today10 July 2023.
My account ID: [protected]
You make this whole process so complicated and sneaky.
I will continue to complain on every single platform I can think of until you remedy this.
Desired outcome: Full refund and apology
The complaint has been investigated and resolved to the customer's satisfaction.
Unauthorised debit on my account
My Heritage has sneakily debited my account for a fee I did not subscribe to. I have tried to contact them but there is no contact email - only a phone line. I logged a query via their chatbot and it said a ticket had been logged. I have heard nothing since. I did not subscribe to anything. I did not authorise anything. Nobody has contacted me. I want my money refunded. I have contacted my bank and logged a fraud case.
Surely this is illegal in the USA? It is illegal in South Africa. How do I get my money back?
Desired outcome: I would like my money refunded to me.
Thank you for the response.
I am aware of the process regarding the free trial. This is not the case. That being said, My Heritage contacted me today and resolved the issue, for which I am grateful.
Many thanks.
The complaint has been investigated and resolved to the customer's satisfaction.
DNA kit not received + the address was not correct due to google auto fill
I ordered and paid for a DNA kit. I was using google translate from English to Swedish because i am in Sweden. I entered my address in Sweden for delivery but them clicked auto fill for my name further down the form.
once i had submitted I could see that the address was a mixture between my English and Swedish address. I sent 3 emails immediately trying to let you know but had no response. There was an option about wrong address but no form attached to fill in., very disappointing. I tracked the kit and it went to Enfield sorting office as undelivered. since then I have written 2 more emails in an unsuccessful attempt at make contact with you. please could you help me so that I can receive the kit.
order [protected]
Tracking number HOISVA0012156
GM [protected]
782030
ID [protected]
[protected]@gmail.com
3rd June 2023 ordered
#[protected]
Matilda Axetorn
Stamnarad 251
43292 Varberg
Sweden
Desired outcome: I would like to receive the DNA kit that I have paid for please
The complaint has been investigated and resolved to the customer's satisfaction.
Myheritage charged me for nothing
About 1-2 week ago me and my wife decided to get our DNA tested for fun. We thought it would be interesting to see our bloodlines.
so we ordered the DNA tests and it came we sent it back, but on saturday (2 days ago) we have been charged by myheritage for apx 127 eur. The reason we don't know, there were not much information neither in the transaction (card electronic payment) neither on myheritage site.
Their customer support is very is like nothing. you cannot reach them written form (at least their website contains no information about it), they only have a few phone numbers but as a Hungarian I won't call them, it would be too expensive.
Anyway, our card clearly either used for unwanted/unauthorized payments by them or they let a third party person get our card details which is also very worrisome.
Meanwhile we blocked our card and ordered a new one which will be extra fee again.
It's a shame that there are scams like this and I feel shamed that I can be scammed even if I am super careful...
Desired outcome: full refund, root cause analysis and steps to ensure us (users) it won't happen again.
The complaint has been investigated and resolved to the customer's satisfaction.
"Free" trial
I have had a basic free family tree on MyHeritage. Recently I decided to try the 14 day free trial of access to the Data plan to see if it would give me any more insight to my family history than other websites. I didn't like the way it worked - I found it more confusing and frustrating to get access to the information, so I cancelled the trial after 5 days - well within the 14 day period. I did follow the guidelines on how to cancel it provided on their website. However, I was charged $188.97 for the plan anyway, putting my bank account in the negative. I called and talked to a representative who said the problem would be rectified and apologized. The very next week, they did it again and bank account was in the negative again. I live on a disability "income" so I don't have much to begin with. I contacted my bank who advised me to take it up with Paypal, which I did. Paypal ruled in my favour, the money was refunded and case closed with Paypal. I received an email from MyHeritage saying that I would be refunded. The very next day, I received another email from MyHeritage saying that their ability to take the payment for their Data plan had been blocked on Paypal and that I needed to do it manually. The right hand does not know what the left hand is doing at that company. In the end, I completely cancelled my free basic plan with the company over this nonsense and I was stuck with $96 in NSF fees - something I cannot afford on my disability "income." So done with this company! The "support" staff says one thing but does another.
Desired outcome: I'd like a refund of my NSF fees so I can buy some groceries. I think my ancestors would like that too.
The complaint has been investigated and resolved to the customer's satisfaction.
Unauthorised charge
I have bought a DNA kit and a health report pack. On the same time, I have taken the one-month free trial subscription. Just before the end of the one-month trial period I canceled it, but I received a new offer with another two-month free trial. I accepted since my DNA analysis wasn’t ready and I wanted to see what the benefits of this subscription are.
Before the end of the second trial period, I concluded that personally I don’t have any benefits from this subscription, and I tried to delete my card from there system. I could not locate my card and I supposed that was not stored into their system.
I also forgot to cancel my subscription, but I was not very worried since I thought I will not be automatically charged. And then surprise! On June 16, 2023, I was charged 117.81 EUR for a period of 14 month (the 2-month trial plus a whole new year) – Invoice Number: #[protected]. I was not notified that my trial will expire, neither I thought I will be charged automatically since I couldn’t locate my credit card. In consequence, I unsubscribed (late indeed) and I asked for a refund on their site. I was called by a lady that just quoted me a text and didn’t solve my refund complain. She just offered me instead a free 6-month extension period after the end of the paid one.
After the call, I verified on their site and surprise again: I had indeed a subscription of 18 month, like they promised me (12-month + 6 free month), but I was subscribed again. So, after these 18-month period they were able to charge me again. I obviously unsubscribed again and again I tried to locate my credit card on their site, but I had no success locating it. So, they have my personal data, and they can charge me anytime. Plus, I don’t know if my data are secure in their system.
It is a pity that a company that appears oriented to science and family, ends up charging a lot of money from decent people that didn’t really want to buy more from them.
Demande de remboursement
Bonjour,
il y a un an, j'ai acheté un kit ADN MyHeritage, ceux-ci m'ont offert un abonnement à un service que je n'ai jamais utilisé. Un peu plus d'un an après, donc le 9 juin 2023, je reçois un mail avec une facture qui m'indique "Merci de la part de Myheritage" et stipule que j'ai bénéficié, il y a un an, d'un abonnement santé gratuit et que la période gratuite s'est terminée et que l'abonnement santé a été renouvelé pour une année supplémentaire et facturée C$129 + C$19.32 de TVQ, soit un total de C$148,32.
Je n'ai reçu aucune notification concernant ce renouvellement avant cela et sur le compte MyHeritage, ma carte bancaire n'est enregistrée nulle part. Cela veut donc dire qu'ils ont conservé mes coordonnées bancaires sans mon autorisation.
Je souhaite être remboursée de cette somme.
--
Hi,
A year ago, I bought a MyHeritage DNA kit, and they offered me a subscription to a service that I never used. A little over a year later, on June 9, 2023, I received an e-mail with an invoice that read "Thank you from Myheritage" and stated that I had benefited from a free health subscription a year ago and that the free period had ended and that the health subscription had been renewed for an additional year and billed at C$129 + C$19.32 QST, for a total of C$148.32.
I received no notification of this renewal prior to this and on the MyHeritage account, my bank card is not registered anywhere. This means that they have kept my bank details without my authorization.
I would like my money back.
Desired outcome: Je souhaite être remboursée de cette somme.I would like my money back.
The complaint has been investigated and resolved to the customer's satisfaction.
Unauthorised charge
My credit card was charged for USD149.50 on 4th June without my acknowledgement. I don't even know this business exist. It's ridiculous how the payment could went through and now it is still standing on my statement even I made a dispute with my bank.
If it was not for my bank that will send sms for each transaction, I will not know I'm being charge for this. Maybe someone is now enjoying the service using my money.
I want my money back and the business to report the person who made the payment using my card!
Desired outcome: Please refund
The complaint has been investigated and resolved to the customer's satisfaction.
MyHeritage Year Subscription
When buying a DNA test back in March I was offered a 30 days trial upgrade at the checkout, which promised to enhance my experience with the DNA test. I accepted. However in my understanding the trial would start only after my DNA test came out. And this wasn't the case. I got charged 121.77€ for a year subscription much before my test results were out. I replied to the transaction email but no one ever came back to me. So I reached out through a phone number, left a message and a couple of weeks later (today) they called me back, saying that it was all written in the initial email, offering me an extension of the service I don't even know what it's about (honestly).
I replied saying that I expect the full refund and they offered me 20€ discount. After I say that I feel I was tricked into buying something by deceiving business model and would make a complain she increased my discount to 60€ and quickly hangs up the phone.
At this point it might not yet be clear to them but I expect a full refund for this year subscription that I never signed up for. Otherwise I'll sue them not only for this but also for deceiving trading practices, and all my time wasted. And by reading all the other complains against them it seems like a class action would also work for them.
Desired outcome: Full refund of 121.77€
The complaint has been investigated and resolved to the customer's satisfaction.
Annual Subscription
I uploaded my Ancestry DNA to MyHeritage over a year ago and at the same time uploaded my teenagers kit. I started noticing money missing from my account, close to $700.
After investigation it shows it was MyHeritage for an annual subscription for us both that I did not sign or authorize. Customer rep advises email was sent, no emails found. Refusing refund. Haven’t even had a call back for the ‘voicemail’ they require you to leave. Criminal and a rip off and I will never use them again.
Desired outcome: Refund for myself and teenager to my account.
The complaint has been investigated and resolved to the customer's satisfaction.
Annual subscription
I recently bought a DNA kit and was charged automatically for an annual membership that I did not want. I was only interested in my heritage for this company is deceptive and purposely hides that it will automatically charge your credit card. When I tried to stop it with my bank they sent it through my debit card. I am a mother of two small children and cannot afford to pay this
Desired outcome: Refund
The complaint has been investigated and resolved to the customer's satisfaction.
Refund of yearly subscription for myheritage site
I have subscribed to a free trial for a month for myheritage site. During this free trial, I forgot to unsubscribe to the service and a direct debit of 198.44€ was charged on my card. I have tried finding support to get a refund as I didn't even use the site during the free trial and definitely don't require it for a year. Called the support and went to voicemail. Explained my situation on voicemail and requested a refund for my customerID. Received no response but got charged 2€ per minute for the call to support. I'm not going to call 10 more minutes to reach support and still not get refunded.
Desired outcome: Please refund
Myheritage has processed my refund
Photo/animation tools
May 2023.
For weeks, I have been unable to use to enhance and animation tools. After 3 e-mails and expensive phone calls, the problems still haven't been solved. Today to my big surprise I finally received an e-mail which stated that they will look into the enhancement problem but... That I won't be able to make anymore animations as I already made too many... And that I abused the system... Excuse me? I have the most expensive package, and nowhere did it ever state that you can make only so many animations.
Not only that, all the while I thought I was a respected customer but it turns out I am seen as an abuser. I will no longer be able to make animations and paid for the most extensive package. Is this for real? If there was a limit to making animations they should have mentioned it, and what about the 3 weeks I haven't been able to enhance photos? Do I get a refund for that period? Please MyHeritage, you have the best tools, but this cannot be.
DNA sample lost
Hello! I contacted myheritage by email , by phone, no one seems to care.
On 23 March 2023 I sent a DNA sample to be tested.
I actived the code of dna sample and waited, following the tracking of dna sample.
The kit never arrived at the lab it shows only that the code has been activated.
Myheritage should be ashamed for the poor customer service.
Desired outcome: Please send another kit at your expense to solve this issue.
Customer service to just get started.
I might have been overly enthusiastic about getting started with MyHeritage. So if I started an email exchange with MyHeritage, I can not get past, MyHeritage requiring me to give account numbers. Furthermore, it just tells me, any of my information is not correct. I am probably like millions of individuals, who will not go further, without a real life human being, to correct the problems. You need to realize that artificial intelligence is not able to comprehend my human questions. MyHeritage is hurting the reputation of MyHeritage. I was just trying to get tested. However, it is terrible, that MyHeritage, does not provide real human beings for social communications.
Desired outcome: Live human communication
I am a longtime member with nothing but problems since I did my dna & “small tree” recently.
I have sent numerous emails which you obviously don’t look at or answer and see below everyone else tries to email you but you just FON’T Answer and expect everyone in the world to CALL
I recently did a DNA test and regret doing it! I was told to also start another small tree, but did not realize they were on 2 different emails!
I have close to (approx) 8,000 people in my original my heritage tree, BUT you spend your time sending “Hints” to my new, small tree &BLOCK my files and bother me to JOIN MY HERITAGE and I AM ALREADY A MEMBER! In fact, most every “hint” you send cane from my BIG TREE, but it is a waste of my time to even look at it. Both trees need to be on the sane ORIGINAL EMAILand so does ny DNA INFO. Stop sending me useless hints which you BLOCK every file and harass ne with every click to join my heritage - I AM A MEMBER! I am disgusted with you ignoring my every request. I am a longtime member but you “think” I am not a member because the DNA AND “little tree” was put on my secondary enail and is INCORRECT. It all needs to be on my original email all together - with the new, little tree as another new tree. MIs it so hard that your customers don’t deserve to use an email as a source to contact you and you EXPECT everyone to call you.
I need help and have spent months sending worthless emails to your so called customer service email address which doesn’t exist any more.
Desired outcome: Combine both accounts with my ORIGINAL TREE AND ADD MY DNA AND “little tree” HAS ZERO files and info because you block every hint and bother me to join.again
Hello
I have been a member of MyHeritage for almost 12 years and I too have been having issues with MyHeritage customer support for some time.
Namely, sometimes I can't enter my tree because I don't receive the second part of the code (SMS) from MyHeritage to enter my tree. Contacted them on 06.04.2023. I waited several weeks for the first answer, and the person who answered me answered me completely off the subject or avoided the problem. In the meantime, 2 warnings about the problem with the access codes were answered each time by a different person, but they did not answer what the problem was and how to fix it. Then 05.07. 2023, I received a reply from a person from MyHeritage, who told me that they have a new way of entering the tree (2FA) and that if I want them to fix my case, I should answer the questions (5) provided to confirm that I am the user. Of course, the data refers to the area of data protection, which you don't just send in an open e-mail (number of the payment card from which the membership fee was paid, kid numbers for DNA, whose they are,...). This seems to me in this day and age, when people's information is being stolen, unacceptable from such a company that stores millions of data, trees,... In any case, I was not informed by any message about the new way of entering my family tree on the Internet by MyHeritage.
But now I have a problem, for me a very bad error in the MyHeritage program. Namely, my internet tree no longer shows me data for most people (143,527 people in the tree) from 03.07.2023 onwards (date of birth, death, marriage; thefts,...).
I contacted their customer service via e-mail, as it is more difficult for me to communicate over the phone. I explained the problem to them, gave examples of what the problem looks like. However, I have not received an answer from their side.
I believe that a corporation like MyHeritage should not allow itself to not have 24 hour customer support available. Above all, I think it is discriminatory, towards people or users, that the MyHeritage customer service will help you if you call them by phone, to a written notification about an error, problem, or problem, but no one answers you for a long time (weeks, months). Namely, their e-mail address used to be visible, but now you can find it by browsing the Internet, but not on their website or in the help section.
Kind regards,
Ariana L.V.
Unauthorized credit card charges
I did not want subscription only DNA kit, which I received and have sent back for results. my credit card charge was $91.40 on 23/4. I have told PAYPAL and have not had a response. I use Ancestry only. I sent email yesterday with no response.
I would like a full refund asap. My email address is [protected]@bigpond.com.Could you please respond to this I am on a pension and cannot afford this. It was a mistake. I cancelled my subscription on 24/4.Trans 4269220RY300043.
With thanks,
Juanita Garrett
Desired outcome: I would like a full refund please and thank you
message them on twitter i did they refunded immediately.
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.
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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 moreJul 19, 2024
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