MyHeritage
reviews and complaints

Hello I did a free trail the other week to try find more Information about my mum n her family as she was adopted! I had $191 taken from my bank account before I even had a chance to cancel free trail! It’s not good enough I’ve explained on phone Wed Thurs Fri just to be told I’ll be contacted within 24 hours & now tried to call again today since it’s been close to 48 hours still nothing! So I’m filing a complaint as they have told me they have put it as urgent if they did I’d have my money they took away from me back in my bank account! Suck bad customer service…

I was not contacted about a renewal fee of $319 that was charged to my Pay Pal account this week. I have not been using my heritage for quite some time I have not had the time to work on it so I did not want to renew at this time. It was done automatically without my permission that is a large sum of money for a retired widow to spend on this program without even knowing it is happening. I would like it cancelled and refunded immediately.

Cynthia L. Brogden

cyndi.[protected]@gmail.com

1009 Carroll Street Boone, Iowa 50036

[protected]

I was offered a 14 day trial which I didn't end up using and then £56 was automatically debited from my account without any warning and without my permission. I want this money credited back into my account.

I have messaged MyHeritage so many times over the last two weeks and not once have I ever received a response.

I have also used various email addresses including:

[protected]@myheritage.com

Nikolina.[protected]@myheritage.com

[protected]@myheritage.com

Can you help resolve this issue from a company who take money very easily and illegally but also do not respond to any communication.

Mandy Sharp

I purchased a DNA test and nothing more. I did not sign up for any subscription and I also requested that any free trial be cancelled well in advance. I was notified of a $149 charge to my Paypal account and immediately attempted to contact MyHeritage by phone. An automatic response came on asking for my account # and then it hung up on me. Any further calls from me have been blocked by them.

I sent another email with proofs of their charge and have not received any response. I will now file a claim with paypal.

Hello. I ordered x2 DNA KITS and posted them on 16th April. I heard nothing back to say mine hadn’t reached the lab, despite emailing. It took over two months to get through to someone. They said my kit got lost in transit, which I was surprised about especially as the other reached you. I again send a replacement 4th July and only hear today 18th August that my kit has been lost in transit again. I find this hard to believe. I have been offered another kit or a refund. I am disappointed that I wasn’t offered both as an apology. I do believe this was lost at the My Heritage facility and not in transit.

To MyHeritage.com;

1- DNA- My DNA RESULTS are still NOT AVAILABLE as of [protected], when it was DNA eRaw data produced on August 1, 2023.

2- I recieved NO EMAIL after exporting GEDCOM for seeing results.0So NO GEDCOM FILE.

3- Getting a Respnse from MyHeritage.com is null.

4- On your "Request for a Call Back Page", in explaination of problem & upload screenshot. It doesnt work, there is no place to upload a screenshot & it has the same 'email' as your regular email.

5- On your print outCharts & Books it states that you will get an "Email', when Done. NO EMAIL SENT.

I will expect a reply to abate the above stated problems from your website within 3 days.

If these problems are not resolved I will be forced to cancel & file a complaint with the Consumer Protection Agency, BBB & my Financial Institution. If I have to file a Complaint, rest assured there will be an investigation.

[protected]@gmail.com

Years ago I used genesreunited.co.uk when starting out with on line family history. I was naïve in as much as trusting others genuine pursuits as I stupidly opened my tree to someone who copied the whole thing. When I complained she was told to delete the persons on my tree that were still living which she did ... but from that tree. She, Sandra England, by this time had copied and pasted it to her Ancestry tree and now I have seen it with me in it (AND I'M NOT DEAD) on My Heritage. She, Sandra England, is no relation to me whatsoever. She was originally checking as it turned out because her daughter's fiancé (at the time?) was related to a great uncle's wife. Yes so lateral a connection you'd have to take 3 buses, 2 taxis and a plane ride to connect us. So my query is do the likes of My Heritage EVER check authenticity? I know from experience Ancestry doesn't. My Heritage sent my "Smart matches" which is how I found out ... and how it totally ruined a lovely day for my yesterday and why I took my tree off their site. The disappointment is immeasurable! The worst thing about "cut and paste genealogy people is the damage and hurt they cause. I would have expected more due diligence from the likes of My Heritage.

I had a disappointing experience with the customer service of MyHeritage. Despite attempting to reach out to their customer support number, I received no response, and my call-back requests and emails went unanswered.

I signed up for a free subscription and purchased a DNA kit through my account. However, after one month, I noticed a charge of 114 GBP on my bank account. I did not make any purchases or subscriptions on that day, leading me to believe that MyHeritage took money from my account without my permission.

Unfortunately, I now have concerns about the safety of my bank card details and cannot trust the data provided by MyHeritage. It seems that their primary goal is to take money from their customers, which is disheartening.

Subject: Complaint: Unauthorized Charges and Unresponsive Support

To Whom It May Concern,

I am writing to express my disappointment with my recent experience with the MyHeritage app. I downloaded the app out of curiosity and was required to provide my credit card information for a trial period. After using the app briefly, I found it unsatisfactory and signed out.

To my surprise, I was charged $94 without authorization. Despite my attempts to reach out to your support, I received no assistance. This experience has left me frustrated and dissatisfied with your service.

I demand an explanation for the unauthorized charge and a full refund. I also urge you to improve your support system and address these issues promptly to maintain customer trust.

I do not remember signing up for a MyHeritage free trial at all, have no idea how you got my credit card details. When I saw the charge against my account, I was confused and shocked. I went to cancel the account, so I could have the annual charge returned, but it seems this is not possible. I do not want the annual subscription and would like a refund.

I bought a dna test and forgot the password to the free trial. I hit the change password link in the email that they sent me and it just took me to the home page not to the change password page. Then it said if that didn't work to ring phone support but when I rang it told me that I did not have a paid account and phone support was only for paid accounts. Therefore I have no access to the dna results that I did pay for and have activated through an account I do not have access to.

I have been charged by these guys 120 euros one day ago for an annual subscription that I’m not even aware about and for which I have not given any permission . They call it a a complete subscription for the family site . And no, the only mail being sent was one announcing me that the money has been deducted . Absolute abuse . you charged me in the 5th of August my account id is [protected]

i send an email to rafael.[protected]@myheritage.com

I had a free trial for my heritage. After discovering they had very little information on my family or hints I decided I would cancel the free trail. The trail ended on the 26th July, so I logged on after work and found that they had renewed/started a yearly subscription for me. It was still the last day of the trial! I immediately cancelled the subscription, checked my bank account to confirm the money had been taken and reached out to their customer service.

I have tried over 6 times to contact them, via phone, via call back and also via email and had absolutely no response.

They should not have taken this money from my account. It's over 100 dollars which is no small amount.

I bought a DNA kit as I am interested in family history and was given a free 14 day trial. I immediately went to the website and cancelled this as I didn't want to forget and get charged. Roll on to 2 weeks later, went to check my bank before some bills were due and £114 has been taken for a full subscription even though I had stopped the autorenewal. Found a place to email and had a reply after 2 days asking for a phone number but I work full time so its impossible for me to talk on the phone. I replied and asked if it was possible to resolve over email as I just wanted a refund as I had not authorised the payment. No reply. Emailed again two days ago and still no reply. I need this money to pay bills.

I am filing a complaint about a situation in which 109 euros disappeared from my bank account. I didn't give my card number anywhere and the money was gone. I didn't buy anything and the money disappeared. Please get your money back immediately.The money was taken from the account on 3.07.2023.I entered the website without buying any package and yet the money was debited from my account despite the fact that I did not provide my bank number anywhere.

Want to cancel auto renewal on MyHeritage. No answer. Then was offered a full subscriptions with the $189 I had already paid. Submitted that offer. Then received an email that said the offer was not allowed. This happened on July 18, 2023 and July 19, 2023. I show subscriptions to both Full Membership and Data Membership. I have no idea what I will be charged: $189 plus $299?

Unable to contact by phone from my state. Has been a problem over the years.

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

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.

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).

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.