MyHeritage
reviews and complaints

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...

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.

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.

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.

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!

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.

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.

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

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.

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.

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.

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.

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.

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

Just spent 2 hour on the phone to a man called william from customer service department whilst he told me he was the supervisor he refused to let me speak to a manager. I had £230 taken from my account so my bills bounced causing me over 70 in late fees. This was after telling them to cancel subscription over a year ago. I expressed that due to them taking the money without consent i am now £70 out of pocket because of their mistake i want to be compensated for the fees i have occured, being told i will get a 3 months free subscription for this simply doesnt cut it...along woth having to wait 10 WORKING days just to recieve back the money they initially took...i have had to make 4 phone calls over a week to chase them they never once gave me a phone call back after telling on several occasions they would do so. This company earns millions of pounds annually to be told i will not compensated for the fees they have caused me is quite frankly disgusting customer service.

I purchased their DNA Ancestry kit at 39 usd, then they automatically charged me 8X MORE 329 usd the amount for their subscription service that I did not subscribe for. I only found out through my bank statement. When I went to MyHeritage I was shocked to find out I had a subscription I was unaware of. I immediately cancelled and MyHeritage tried to keep me on a subscription I did not even subscribe for in the first place (see image). They stole from my bank account using my credit card details from my purchase of the kit. When I tried to reach them via their website, I could only access a bot. Then I got a ticket number but nobody responded. It has been weeks. I tried to remove my credit card details but I cannot find them in my account which means the company has it stored at the back end and are illegally stealing from customers. Apparently, this theft happens to everyone around the world as there are forums on end with people being shocked that money is taken from their bank acct without their awareness. This is horrible company practice, malicious and illegal.

My Heritage deducted $383 from my account on 26/04/2023 without my authorisation - this was apparently for an annual subscription which I did not request nor was I notified of it. I phoned their call centre straightaway after the deduction was made and was given a case number. I told them I needed the money back to pay for bills. They said they would mark it urgent. It’s been 5 days and no response.

Hello I have purchased the MyHeritage DNA kit one month and I have chose one month free trial , yesterday I have noticed they have charged me for one year subscription which I did not agree on, I have tried to contact MyHeritage costumer support but no response. I am complaining because I am afraid this is the scam and I would like to get the refund for the yearly subscription they have charged me for.

Thank you

I found out today that my account was tested just 'out of the blue' by MyHeritage this March 2023. I have not contacted them for a transaction.
Then on the 11th of April BLS*MyHeritageLTD took €69.30 from my VISA bank account. Where did they get my banking information other than from MyHeritage.com.
Disgusting criminal activity. I want my money refunded.

Hello.

I was unknowingly charged £120 for an annual subscription which I was not aware of it being active. Under your policy, I should have received a warning email before the total was charged, though I never received such an email.

I would like to discuss a refund, given that I have not used the service in any capacity. I would like to speak to the finance department.

I would also like to potentially discuss an official complaints procedure if this is not resolved.

Call: +[protected]