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MyHeritage
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293 complaints
192 resolved 101 unresolved
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S
9:54 pm
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MyHeritage - Poor Service

My Heritage- POOREST SERVICE EVER!

We ordered our DNA Kit in March this year. The kit arrived mid-April. We did the registration and returned the samples the following day! The kit arrived a couple of days later in the USA via UPS express. We requested and paid extra for the package to be delivered directly to the address provided by MyHeritage! They then refused to accept the package and send it back saying that someone will collect the package from UPS directly! We contact MyHeritage and they say that they do not provide such services! They then ask us to contact UPS and ask them to deliver the package, UPS again attempted to deliver the package! AGAIN, MyHeritage refused the package! We then had to contact the warehouse in our country, they contacted UPS USA and instructed them again to deliver to MyHeritage. In the meantime, we’ve been in contact with Claudia from MyHeritage, she totally ignores our questions and keeps telling us about “We can resend you a new DNA-kit” WHY WOULD WE WANT A NEW KIT IF WE’VE JUST RETURNED THE SAMPLES! ALL YOU NEED TO DO IS ACCEPT THE PACKAGE FROM UPS! It has been over a month that we’ve been sent back and forth WITH NO PROGRESS! IT BLOWS MY MIND THAT A SIMPLE INSTRUCTION CAN’T BE EXCECUTED! It is highly unprofessional and frustrating! It is taking the joy out of what was supposed to be an exciting experience and discovery! Very disappointed with the poor customer service and ignorance from Myheritage staff !

MH-777AU4 & MH-8X3U43

Desired outcome: THE PACKAGE IS TILL SITTING AT UPS WAREHOUSE, TEXAS!!

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S
4:29 pm
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MyHeritage - My Heritage auto subscription, Money taken from account.

On the 15th may 2022 i found that My Heritage had charged me for a years subscription which i knew nothing about. They took £226 out of my account without informing me of doing so, No text or email stating the charge, I have phoned them but could only get automated response and asked to state my name and number and the issue at hand. I explained that i want a full refund of the money taken from my account and do not wish to subscribe to them. I then got an automated message that i will receive a phone call Six hours later I'am still waiting.

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M
9:32 am
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MyHeritage - Overcharging

This is ridiculous, its taken me all my time to find a way to even contact you. My I'd is 1659917932. I paid a yearly subscription yet you have taken £56.40 out tp on 11th May, cam you please tell me why? After reading through these other complaints I would like you to cancel my subscription, therefore do not help yourself to anymore money from my account after this year

Desired outcome: Refund

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K
3:34 am
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MyHeritage - Subscription renewal

Same story as others had - I was not aware that I subscribed to a yearly service, didn't get any notification about the trial period and got charged over 100 euro. Their policy says that they guarantee a full refund by contacting Customer Support within 30 days of the purchase date. I followed the instruction and contacted them the same day I was charged, but I haven't received any answer until now. It seems that the whole process is designed to discourage people from fighting for their money. I guess I would need to file a chargeback.

Desired outcome: Full refund

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R
12:11 pm
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MyHeritage - My Heritage Renewal Charge taken without Prior Warning

On May 11th, 2022 I was checking my emails and discovered My Heritage debited by checking account via PayPal for $315.00 and $25.20 tax, leaving my checking account with a balance of $1.79 I received no prior warning that this was going to happen. I called their customer service line and talked to Juliet. I told her to close my account and issue a refund for the debited amount, she assured me that it would be taken care of and that one of their representative would contact me. So far all I have heard from them is nothing.

I did get an email from them saying the automatic debit would be discontinued which is not what I told her to do. I have since deleted all my dat with them, and again requested a full refund, so far nothing from them.

Russell Windle

Desired outcome: Full immediate refund

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Update by Russell Windle
May 17, 2022 7:11 am

I have forwarded the emails that I have sent to My Heritage about this situation.

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D
9:50 am

MyHeritage - Sneaky over priced subscription based money making scam

Somehow they sneakily signed me up to a free trial through my social media account (which had my card details connected). Ended up paying them hundreds of pounds in subscription fees. The person I spoke to in customer support was incredibly rude and seemed super angry before I had even said a word. He seemed like he was reading from a script which to paraphrase was `we are not a scam company'. I felt kind of sorry for him to be honest. I ended up getting a 1/3 refund... I couldnt be bothered to argue. I am leaving some bad reviews everywhere now. Looking online at other peoples reviews this company is a total scam.

Desired outcome: Full refund.

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S
6:03 pm
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MyHeritage - Online service

I signed up for a free trial on May 8th and after having difficulty seeking the information I was looking for, decided to cancel on May 9th before a paid version kicks in. I went to "purchases" as I was instructed and then clicked on cancel but the next window that popped up said nothing about my cancellation. It was an effort to upgrade my free trial to a paid subscscription. I tried the chat window but that was of no help, I tried find a customer service email but found nothing and finally found a phone number on the internet for customer service: 1-844-994-1888. The message I received there was that the number is no longer in service. How can I cancel this before I get charged for a subscription? They make it too easy to sign up.

My email is [email protected] and my phone # is (239) 248-7302

Desired outcome: Cancel my free trial and DO NOT charge me for a paid version

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M

MyHeritage - myheritage_ltd

MYHERITAGE_LTD have taken £226.80 from my account. I bought a DNA test kit for my Father from Amazon, as it couldn't be used it was returned and I was refunded. Now this company is charging my account. I didn't sign up for a subscription, I certainly wasn't told of any recurring charge. I have informed my Bank. However, due to Covid they are dealing with backlogs and said it will take 8 weeks until they can investigate it.

I have not used or logged into MYHERITAGE_LTD website since purchasing the DNA kit, which turned out to be unusable in the UK. Please refund my account the full amount and remove me from any subscriptions or recurring costs IMMEADEATLY.

Desired outcome: Refund and removal from your systems.

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D
May 09, 2022 2:31 am

Dear MyHeritage customer.

Thank you for reaching out to us here and I am sorry to hear about your experience. Would you be so kind as to write to [email protected] from your registered MyHeritage.com email address?

Once I hear from you I will look into this personally for you.

Looking forward to your email.

Kind Regards,

Dean,

MyHeritage Team.

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C
2:48 pm
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MyHeritage - Communication

Today I received a call from one of your employers. The conversation started verry calm but as soon as I said that I wanted a refund, The conversation became very agressive. The employer started to acuse me from the fact that I didn't cancel the automatic subscribtion in time. When I explained my situation, she started to offer me other solution that I didnt want. So I kept repeating that I want a refund. She didn't like this and began to correct me like i'm a little child. Don't repeat this, dont interupt me, this and that. The tone was very attacking and condescending. I felt verry bad. I couldnt believe that a big company like yours, train people to behave this way. I felt very sick after the conversation. Finally the supervisor agreed to give full refund

Desired outcome: I advice proper training in communication. If you feel to make up to me. Do anything what is in your posibilty.

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D
May 10, 2022 2:31 am

I had a similar experience, incredibly rude customer service.

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A
2:48 pm

MyHeritage - My Heritage membership

I was charged 200$ for a membership I did not want. Called to cancel membership that I did not order and was told they would send information to accounting and someone would get back with me through email because they do not talk directly with customers. So I called bank to stop transaction.

Desired outcome: I want my money back!

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MyHeritage - My Heritage DNA kit results didn’t come and they took payment for one kit twice

I have bought DNA Kit and tria packet for from your page for 65 Euros on Feb 13th(I am in Turkey so maybe it is Feb 12th in your country). I bought these in the name of “Wicounselling online psikolog”. I send you my kit and you recieved the kit on March 19th(Turkey time, maybe it is March 18th in your country). After a few weeks later for trial packet you have purchased 99 Euro automatically from my credit card than I have cancelled that trial payment from my bank. But the DNA Kit didn’t come and I haven’t recieved any email about why it didn’t come. Than I called your customer service on April 22th (maybe in your country it is April 21th) I told I didn’t recieve my DNA Kit on time than she said as my bank account cancelled both my DNA Kit and application trial package so they didn’t send me the kits. Than I bought one more (this time I bought in the name of Selin Tabak) and I recieved an email that I should continue my payment, I thought you didn’t recieve my payment and send me a confirmation link than I pressed on it and I continued my payment again. In the morning I realized with your demand by continuing my payment you took two payments from me. Than I called my bank and asked about the the payments and they said you took two payments and also in previous payment on Feb 13th you also took that payment they only cancelled 99 Euros for trial package. So in this case I have paid DNA kit on Feb 13th the lady in your customer service told me wrong I have bought the DNA kit and you didn’t send me I just cacelled your application payment of 99 euros on March,15th. Also because of these mistakes you have now I have cancelled last night’s two payments and as I didn’t get my Kit I wanted them to cancell my very first payment on Feb too. Why are you taking my money and not sending the kit and why don’t you send an email about this and why your customer service is so distracted and tells wrong reason and why are you sending me another confirmation mail after you took my payment and take another payment again?

Desired outcome: If you will give me my test results I will pay for it only once again. And correcting their one side profit system defaults

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S
1:00 pm
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MyHeritage - Unauthorised subscription amount of £114 taken

Good evening

I paid for a DNA test with MyHeritage for a sum £43.99 through my Paypal account on 7 February 2022. On 7 March 2022 I received notification that my month's free trial had expired and that I had been charge the yearly subscription of £114.

I had absolutely no idea that I had any further connection with MyHeritage once I had paid for the basic DNA result. I was shocked to receive this notification and that the money had been taken from my account. What did I click to make them think that's ok?

My cousin did the same application with you about a week before me but she had no such subscription payment taken from her account.

I emailed MyHeritage about this on 7 March, 11 March and 30 March and have not received any response at all - not even an acknowledgement to say they had received my email.

My email is [email protected]

Kind regards

Sharon

Desired outcome: Please refund the £114 you took from my account.

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E
9:38 am
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MyHeritage - Family tree placement. Your account id: 552492491

I’m am on my family tree as my father

My mother is my wife. My brother is my son

My grandparents are my parents

Can’t edit it anywhere

Just change the name from my father Albert f Moylan to Ellen Moylan cahill

But stil. Read the same

Or I’ll just delete the whole thing I find it irritating

Your account ID: 552492491

Desired outcome: Please change thisYour account ID: 552492491

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R
May 02, 2022 2:31 am

I have been waiting more then 8 months since I paid $49 for my family tree, Have not heard anything or they have not up date my app. Would like a up date or a refund

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I
11:26 am
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MyHeritage - Family subscription charge

I received a $299 charge despite me cancelling my account.

I want this immediately refunded otherwise ill be forced to take further action. I did not approve this subscription and have contacted you to cancel.

You only emailed me to say it had been extended but i already spoke with a customer servant and they said it was cancelled after my free trial.

Please respond to me at [email protected]

Desired outcome: Refund of $299.

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L
9:59 pm
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MyHeritage - Annual Subscription for My Heritage Website

On February 9. 2022. I bought a DNA kit on sale to give to a friend for $57.00 order #3043202575.

On March 11, 2022, I got an email stating that my one-month trial period has ended and they billed me the same day at my paypal account for $149.00. I didnt even open their website and am not aware that my order includes a misleading way to force me to subscribe to their website. The same day i called their customer service at 1-844-994-1888 and asked to cancel the subscription and issue a refund. I was told i should hear back from them within 3 days and it's been 4 days now. Please help in resolving this matter. Thank you.

Desired outcome: Cancelation and refund.

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J
7:27 pm
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MyHeritage - myheritate DNA kit

We received out DNA kit as a Christmas gift. One of the kits did not have swabs. Trying to contact customer service to speak with a Representative is almost impossible. I went thru the section where I could type my issue, the person contacted me to a website where I was to pay $1.00 to get my answer, then the website came up and said I was paying $36.00 for my answer. I then X out of it. When I tried to call My Heritage again I kept getting cut off. Still have not spoken to anyone about this issue.

Desired outcome: All we want is the Swabs to complete the DNA test.

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1:19 pm
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

MyHeritage - Myheritage prélèvement non autorisé sur compte bancaire

Tenez vous loin et ne leur donnez aucune info (crédit, paypal) car ils font des prélèvements d’abonnement sans autorisation. C’est une pratique abusive qui semble durer depuis quelques années malgré les plaintes formulées ils continuent d’arnaquer les gens! Lundi le 8 mars je me suis rendue compte qu’ils ont prélevé 447$ dans mon compte bancaire par le...

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C
3:33 pm
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MyHeritage - Refund on annual membership

MyHeritage has the most frustrating policy of forcing subscribers to accept auto renewal on their membership. They never send a reminder email that subscription renewal is imminent. I was charged $315 on 5 March 2022. I contacted Customer service requesting cancellation & refund and received a support ticket dated the same day. Someone from MyHeritage finally contacted me today. All she could do was offer 50% refund and an additional 6 months free. I'll be opening a PayPal dispute for a full refund.

Desired outcome: 100% refund of $315.

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2:41 pm
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MyHeritage - My heritage unauthorized charge

An unauthorized charge was charged to my account from myheritage. I want my money refunded. I was charged $324.42 and it needs to be refunded immediately. I have since then changed my pw and never gave consent for this charge. When I went online and called, each time asked for my account number. I do not have an account number because I never authorized this charge. I will be notifying BBB and my bank of these unauthorized charges. disgraceful that you handle business this way.

Vickie

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5:50 pm
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MyHeritage - MyHeritage Service Complain

Today I was charged 400$ for a subscription that was apparently made a year ago that I initially paid not over 200$ for. The lady that dealt with me said that if I do not get results with MyHeritage I could call anytime for a refund. This website is yet to even find one member of my Heritage even though I was told it “definitely would find my family” due to my locations and the “database”. I feel as though I was scammed by this company and given an initial cheap deal as a money grab. Now 400$ more is taken without any email notices or anything. This is extremely unfortunate and mishandled.

Desired outcome: Please refund as promised.

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MyHeritage contacts

Phone numbers

1800 817 330 1800 731 768 More phone numbers
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MyHeritage representatives

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