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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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1:12 am EDT
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MyHeritage unauthorised payment

I started one of their 14 day free trials. Once I realised they did not have the information I was looking for I cancelled the trial and closed the account. Despite this they took a payment of £59.99 via paypal on 23 July.

This payment would have made me overdrawn at the bank and they refused payment. This has now involved me in bank charges for an unpaid direct debit and caused problems with my Paypal account.

You need an account number to speak to them either online or by phone. I do not have this as I closed the account

I see they have quite a reputation for doing this.

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8:09 am EDT

MyHeritage my heritage charging a dna kit that I didn't want or need!

Money was taken with out my permission and now I read that you are ripping people off. I just want my money back. I didn't authorise any direct debit and I have no need for a test as I can not have kids. Absolutely shocking that there is no way to speak to a real person to sort this out. I have called my bank to ask them to halt the payment as soon as possible

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Update by Robert Melvin
Jul 22, 2018 8:23 am EDT

Money was taken with out my permission and now I read that you are ripping people off. I just want my money back. I didn't authorise any direct debit and I have no need for a test as I can not have kids. Absolutely shocking that there is no way to speak to a real person to sort this out. I have called my bank to ask them to halt the payment as soon as possible. I have also just had a perusal of others' feedback about these people and I am genuine shocked that's this can still happen in this day and age! I don't need a dna cause I know exactly who I am, and where I came from! If you are so great at gathering info on people, then you will know that I am not a person to trifle with because I am like the tide and sub-rise/set. I will keep on appearing daily, monotonously and badger and harry until the right thing is done! You can take that statement to the bank for sure!

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Johnny MyHeritage Team
, IE
Jul 24, 2018 3:55 pm EDT
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Dear Robert,

I would really like to investigate why you were charged. I will do all I can to help you receive a refund.

In order to issue you a refund, I'm going to need to find your account. Please e-mail me directly from your registered e-mail address or account ID number at john.vipsupport@myheritage.com so I may help you with this as soon as possible.

Yours Sincerely,
John
MyHeritage Team

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2:08 pm EDT
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MyHeritage - unauthorized charge to discover account

This company for some reason charged my account $159.20 without my authorization. I tried to call the number listed it was always busy 877 432-3135 but it was always busy...I believe this is a rip off...and have contacted Discover card to reverse the charges, I have read through various website sites that this company tends to make unauthorized charges.

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3:02 am EDT
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MyHeritage unauthorized bank account charge

In 2017, I bought a subscription on your website. On 23 June 2018 it was extended against my will, and my account was charged a substantial amount of 143.28 USD (plus VAT). I would like to add that in 2017, the subscription contract was made during a phone call during which I was not informed about the possible extension of the subscription after one year. I have not been informed beforehand that the account will be automatically extended or what amount. At any time before renewing the subscription was I told any information that such action will be done. My account has been charged against my will. I am asking for a refund of the amount charged to my account, otherwise I will take legal action as a fraud.

My no. [protected]

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Update by Aneta123
Jun 27, 2018 2:22 am EDT

Resolved - got my money back the next day. Thank you!

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4:11 pm EDT
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MyHeritage unauthorized charge on my bank account

Dear Madams and/or Sirs:

I have been charged $119.00 on my bank account. I did not authorize this charge...also and over draft fee of $35.00. I have reported this as fraud. My bank will dispute this charge as well. I want this reimbursed ASAP. The number on the bank charge is S588170828518360. I did not make this charge. Please remedy this immediately. My phone is [protected]. Please contact me as soon as you can.

Thank you for your prompt attention to this matter,

Deborah Powell-Porrazzo

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1:58 am EDT
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MyHeritage taken money without consent

I have had £59.99 taken out my bank account I have never used this service and have no desire to in the future I have emailed many times with no reply please help do I report it to the police to get my funds back? This is absolutely disgusting I budget my money for my family and then people come along and just help them selves to my money how can this be allowed

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Update by Kez20024
Jun 23, 2018 4:49 am EDT

£59.99 was taken out my account without consent I have not and have no desire to use this service I budget my finances for my family and then suddenly 59.99 is gone out of my account that is a weeks shopping to me and my family how is this allowed to go on and how is this acceptable it is classed as theft in my eyes I want my money back or I will be taking this further if I have to contact the police I will

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3:41 pm EDT
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MyHeritage myheritage.com d.n. a. 100% inaccurate results as to my actual ancestory

May 10th, 2018, I mailed out my my heritage d.n. a sample kit (which included a return receipt) which was received by my heritage 2 weeks later (according to u.s. p.s. and my heritage). my biological mother is french-canadian, irish, native american. my father was 50% abanaki native american. my heritage d.n. a results were 100% inaccurate. 80% united kingdom, and rest of the results did not even come close to any of my actual ancestry. my husband and I contacted my heritage customer service (d.n. a. results, of which, were in beggining of june, 2018) and I said I wanted a full refund based on the fact my d.n. a results through my heritage are 100% inaccurate. customer service asked for my last 4 digits of my credit card number so I would maybe be credited back. as of monday, june 11th, 2018, no word from my heritage d.n. a. and no response at all.

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7:51 pm EDT
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MyHeritage my subscription

Please help. On May 8 last my Visa card was debited with a payment to you of $180.02. I have a free account number [protected] and that has not been altered. So what is your bill for? Please understand that if the bill is for a program then I do not necessarily want to cancel it.
The item teads. Myheritage_ltd. [protected]
richard Howroyd
[protected]@mail.com
[protected]@gmail.com
Hobart, Tasmania Australia 7004
61 [protected]

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Elena MyHeritage Team
, IE
Jun 07, 2018 9:19 pm EDT
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Dear Richard,

Sorry for the late reply. I've checked your account and I'm glad to see that our Support Team already took care of your inquiry.

If you need any further assistance, please do not hesitate to contact me via elena.vipsupport@myheritage.com from your registered email address.

Kind regards,
Elena, MyHeritage Team

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10:25 pm EDT
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MyHeritage I have not been able to access my account!

I tried to set up an account with my heritage. I was unable to do so because the site keeps saying I have an account and asks for my password. I am unaware of any account, so I tried to change my password which the site asks me to do. Every time I ask to change my password a window pops up saying I have a pop up blocker. I removed the blocker and I keep getting the same message. My son, who works on computers, made sure the pop up blocker was removed and tried, but the site says the same thing. I tried to get tech help, but now answer at customer service. I left a message, no answer. I left another message, no answer. If I cannot have this reserved by tomorrow, my son is going to have the charge disputed and I will return the unopened kit.

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4:49 am EDT
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MyHeritage double charge id [protected]

Hi,

I am requesting that you refund me the amount of $66.00. This is because you charged me twice for the following order:

Order #: [protected]
Order Date: 26 May 2018
Product Amount
MyHeritage.com Family Site Upgrade - Premium Plan, billed annually $ 66.00
Subtotal $ 66.00
Total $ 66.00
Paid with Visa

You can contact me through [protected]@gmail.com

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4:57 am EDT
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MyHeritage unauthorised debit card charges

On 29 May 2017 even though I did not give consent to this, they took £90 out of my account. I rang their helpline asking them to sort this out to which I got a very confusing reply and was told that it would be refunded and I would not be charged this year. This year on 14 May 2017 they took £120 out of my account even though last year they said that this would not happen. I do not even use the site anymore so I have had no use of the premium membership. I would like a full refund of the £210.00

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4:14 pm EDT

MyHeritage free trial

I sighned up for free 14 day trial. I canceled 2 days later after realizing there was no monthly option. I just got charged today. I have called several times and have left detailed messages requesting my refund. I have sent several emails. No replies. Have received no calls. If no one contacts me there will be problems. This company seems like they don't care about their customers. The customer service is a joke it's all automated.

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Hugo MyHeritage Team
Hugo MyHeritage Team
, IE
May 16, 2018 5:14 pm EDT

Dear Penny,

I'm sorry for the inconvenience.

I'd like to assist you with this issue as soon as possible.

In order to help, I need a little more information from you.

Please write to my inbox at hugo.vipsupport@myheritage.com so I can verify your registered account and ensure this will be handled as soon as possible.

Best Regards,

Sincerely
Hugo
MyHeritage

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12:30 pm EDT
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MyHeritage dna test

I just tried to order 2 DNA kits from Myheritage.com and had a customer service experience that forced me to delete my order. The very first premise of have a service based business is understanding who is the customer. MyHeritage is adamant that they are the customer, which is why even after escalating to a manager, I was told that I have to work with them. For reference, the issue was over being able to enter a business address as the shipping address. Fairly simple, and likely very common, however I was repeatedly told to just enter my first and last name in the first name field, and then my business name in the last name field. This obviously would not work, which is when I was told "You need to work with me here". If this is the type of service I receive prior to becoming a customer, when they would be trying to gain my business, I cannot imagine the service once I have actually paid them.

YOU HAVE BEEN WARNED.

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6:48 am EDT

MyHeritage results of "myheritage"

Dear MyHeritge Team

 I definitively won't buy an other kit from your offer. I am so disappointed about the completely unlikely, untrustworthy and undifferentiated result of your test concerning my heritage background. I base my claim on two facts: First, I did genealogical research: On my father's side, all my ancestors lived in central Switzerland since 1523. My ancestors did not have contacts beyond their region, including no sexual ones. In addition, due to your incredible test result I repeated the test at "23andme". They got me credible and differentiated results.

MyHeritage wrote me during analysing my heritage, that the first bottle could not be evaluated (i followed exactly your processing orders). On the basis of the second "bottle" You sended me the result one month later. I therefore ask you to send me another test kit free of charge. I will be happy to change my mind about "MyHeritage" afterwards.

With kind regards: Friedrich Zulauf, CH-3006 Berne, Switzerland

Burgernzielweg 18
CH-3006 Bern

++[protected]
www.friedrich-zulauf.ch

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11:10 pm EDT
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MyHeritage myheritage website

Be very wary of this organization. They put additional charges on your credit card with out approval. So far in the last 2 weeks I have had $380.57 AUD in charges from this company. The full package is $215, which I signed up for, but since then an additional $171.59 has been deducted. Requests for answers have gone ignored. Overall this seems to be a fraudulent organization.

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5:29 pm EDT
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MyHeritage signing in

I seem to have misspelled my email and forgot my password. I wish to delete my account, but now it is impossible for me to even log in. For customer service to demand an account number before talking to someone in a situation like this is a serious flaw in your system. You need a fully accessible person in cases like this. Delete my account. If you need to contact me for information you then leave me a number to call.

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9:36 am EDT

MyHeritage dna results

If you're thinking of doing this hoping for information about your ancestry, please take my advice and don't waste your money. Nothing in this report is who I am, I have a family tree dating back to the 1700's that was extensively done by family members who do this a lot. My grandmother is full blooded indian and no where in this dna profile does it list that as even an option. As a bonus, it gives me names of people that they say are 3-5 generation removed cousins with names no one recognizes. My german family (my mother is full blooded german) I know every single one of them and nothing there either. Don't waste your time calling them either, because they feed you a line of garbage telling you that it picks up portions of your dna profile and what may not show up in your dna will show up in a sibling and have they had their dna profiled? All they want is everyone in your family to waste their money spending 100 a pop to fund their garbage results. This worthless profile is going in the trash and i'm beyond irritated. All they want is for you to encourage your family to all send in a swab... Yr cuz my "dna profile" was so informative I can't even believe one portion of it as fact. They pull this crap out of the sky and expect you to choke it down and when you try to talk to them on the phone and explain how totally off this is, they give you someone with a well rehearsed spiel to try to justify stealing your money.

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2:36 pm EDT
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MyHeritage incorrect dna results

I have just had my MyHeritage DNA results back and something is very wrong.
The results say that I have no Asian heritage, which is the part I was trying to discover more about even though my mother who gave birth to me is half Indian and half Black Caribbean.
I already started building my family tree before the test was done, so it was easy to see my family hail predominantly from the caribbean but the areas of africa it traced me back to were also incorrect. I already have that side of my family tree that traces my family back to africa. How can they get it so wrong? Unless I was swapped at birth these results are made up.

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10:08 am EDT
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MyHeritage dna results

Dear Sir
I paid £75 for a detailed DNA report. When it arrived after waiting weeks it stated.
71.8 %percent Irish, Scottish and Welsh
19.8% English
4.2% East European
3.1% Scandinavian
1.1% Baltic
In my opinion this is not a detailed report. Ireland, Scotland and Wales should have been broken down independently.
For £75 I expected more. Our own research has been done into our Heritage and we are originally from Ireland.
I feel cheated and would like some of my money paid to My Heritage refunded.
Look foreword to hearing from you
Maureen Taylor
My Heritage kit Number, MH-GRY276.

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10:59 am EDT
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MyHeritage premium account

On Feb. 26, 2018 I received an email FamilyTreeDNA offering MyHeritage complete plan for $125.29 . I accepted the offer and paid by credit card on Feb.28, 2018, which was the last day to received the offer.

I have tried several times to contact MyHeritage.com, because my account there is still only a free account and not the paid premium account.

Every time I call their number 1 800 987-9000 I get a voice mail saying all the representatives are busy at the moment. I have left several messages but have received no response yet.

My credit was charged on 2/28 by BLS*MYHERITAGELTD [protected] UT $125.29

Could you please HELP.

Al Wilcox

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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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