MyHeritage
reviews and complaints

On Jaunay 16 i recieved an email stating a charge of $129 was taken for a subscription I don’t want. I got no emails in the lead up to the end of this trial period so I could cancel it and as soon as they'd taken the money out I called and emailed to cancel and apply for a refund. The representative told me that it would be escalted to the billing department and will hear back within 1 to 3 days. I informed him i did not authorize my credit card to be billed nor did i ever enter my card information so how they were able to get it i do not know. I have filed a complaint with BBB as well. I dont not want their service and want my $129 back asap.

**********MyHeritage Refund Policy**********

Their policy states that they guarantee a full refund by contacting Customer Support within 30 days of the purchase date. I’ve followed the instruction and contacted them the same day I was charged on the 1st of November followed by a phone call on 4th November to which I was told someone would call me back, but I haven't received any response to either. It seems that this whole process is designed to scam people and discourage them from seeking a refund.

3. Refund Policy

MyHeritage values the satisfaction of its customers and offers a thirty (30) day money back guarantee. If you are not satisfied with your purchased plan you may request a full refund by contacting Customer Support within thirty (30) days of the initial purchase date of the subscription.

The money back guarantee applies to MyHeritage subscriptions (Premium, PremiumPlus, Data or Complete), and not to shipped products such as MyHeritage DNA kits and family tree posters.

All refunds will be reimbursed to the original credit card with which the purchase was made. Please allow a reasonable time for the refund to be charged to your account.

my credit card has been debited by you for something not described and not requested by me.

I have downloaded a FREE family tree builder app but have not continued to use it. There was nothing in the site offer to indicate any future payment for this free product

I want the payment refunded especially as I did not provide you with my card details.

I live in the UK. I was thinking of checking on UK friends who I have not seen for fifty years and I clicked on the MyHeritage website. I had to enter my email address to try my search but I realised it was no use for me and I left it. I did not register and did not ask for any further usage.

Message sent to [protected]@myheritage.com on 22/12/2022:
"I did not sign up to free trial and I do not want a free trial.
I did not give any financial details or payment methods, so how can you send an email saying I have signed up to free tial?

When I tried to stop a free trial from your email, your system asks for me to sign up first, so how can I already have a free trial?
Please cancel any free trial you claim I have agreed to when it is not true.
Stan Evans"

Then I received an email saying I had got a 14-day free trial. I replied to the email and several times tried to contact MyHeritage to say I did not have a free trial, I did not want a free trial and asked if they somehow had given me a free trial I wanted to cancel it. When I looked for help on the MyHeritage website it said I should log into my account, but as I did not have one and had not registered, that was irrelevant.

But I have just received an email saying my free trial has finished and charging me £56.40 and they have taken it from my PayPal account.
As far as I am concerned MyHeritage is a fraudulent company and if I can't get this scam sorted out I will contact UK Trading Standards, Citizens Advice Bureau and ActionFraud.
I don't know how they can take money without bank details but I am still angry at the attempt to defraud me.

I saw through a message from my bank that there was money taken without my permission from the website, which I did not know, including that I subscribed to a year ming subscription. After I tried to contact them but I never reach anyone. It a big amount of money. I really regret about buying this DNA kit. Even if I subscribe they should send mail before couple days ago subscription finished.

I want a refund of 196 euros withdrawn from my account by using my right to return within 30 days. I hope you here will be helpful and they will do what is necessary and my money will reach me.

Contacted My Heritage support 12/29/22 asked that they cancel my subscription.

It was an automatic renewal for $315 on my credit card. I didn't receive an email telling me it was renewed or that my subscription was up for renewal.

They called me Tuesday 1/3/23 from a 406 area code said they refund me 35% of the fee then on my credit card bill I see an amount of $110.

I do not want a subscription with them I want a full refund of the $315. and the $110 amount taken off my credit card. Included is the email I received Thank you for your help.

Jenny (MyHeritage)

December 29, 2022 8:39 PM (UTC+02:00)

Dear marsha,

Thank you for contacting us. I understand that you'd like to cancel your subscription.

I found your account on MyHeritage registered under email address mueller.[protected]@att.net. Your account had a Complete subscription that started on December 18, 2021, and that subscription was successfully cancelled on December 29, 2022.

There is currently no recurring annual subscription associated with your account, and therefore no further action is necessary.

Kind regards,

Jenny

MyHeritage Support team



Image 1



Marsha

December 29, 2022 8:32 PM (UTC+02:00)

cancel my subscription

Automatic renew charged me $315. please cancel

I arranged to do a DNA test with My Heritage to which i was offered one months free subscription. However, at the end of the My Heritage has the nerve to charge my credit card a full year's subscription without my consent and even though I cancelled my subscription. I have since tried to message them but i have had no response. I hence called them and held on the line for 30 minutes when I was still 5 the in queue. So I have left a message asking for an immediate refund. I have still to hear from them. What allows this organisation to charge their customers WITHOUT THEIR CONSENT. I regret for having even done the DNA test with them. It is a money making establishment with no ethical standards.

On 23 Dec 2022 258 Euro was taken from my bank account for auto renewal which I believe I cancelled during the year. I immediately contacted My Heritage and I received an email requesting my phone number. I replied to let them know that I am not able to take any phone calls so I requested that the matter be dealt with by email. I asked for a full refund as I do not want to have a My Heritage account going forward, primarlily because it is too expensive and also because I don't use it. Despite my sending at least 3 or 4 follow up emails I have not heard back from them. I also have not received a refund to my account.

1st Jan 2023

Good Morning

I have been surprised this morning to see an unexpected charge to my bank account of £229, drawn without my approval and without any prior notification, as required by the banking authorities, when in particular there is a significant change.,(i.e. Last year subscription was around £68.70) this is more than 3x as much.

This is unacceptable and I would ask you to immediately refund this payment and cancel my membership, deleting all my bank details from your records.

Please confirm at your earliest that this has be actioned.

Regards

Norman Humphryes

account ID: [protected]

I remember vagley being curious on this company back in 2018/19. But I was not interested to pay for a subscrition because I know I cant afford one. Suddenly today, the last day of the year 2023, 2500 NOK deassapered from my bank account! Without ever leaving my account number or an agreement to the company that I was agreeing to å subscription, instead they have swindled money through my PayPal account! Getting hold of MyHeritage seems hopeless, with telephone numbers and e-mail adresses that dosent work! My only hope now is that PayPal can help me get my money back. So please dear People, NEVER be curious an enter they're site, NEVER! It"s looking to be a sad and poor New year for me and my family. I already live on disability and that's not much. MyHeritage you should ashamed, ashamed!

I had signed up for the free trial, after trying it out, I decided it wasn't for me, so I deleted my account the night before it ended. Mere hours later in the morning my card was charged $150+ for a year subscription. Not only would I not buy a year subscription for anything, but I also don't even have an account to use it with now. With a pending charge, no access to a deleted account, I tried multiple times to contact support. Finally got through, they said just because the account is deleted doesn't mean it was taken off the auto-renewal yet. So, they said they will reach out to me in an email asking me to provide additional information, to get everything handled. I sent them the PayPal statement of the charge, and their invoice sent to my email. However, I have yet to receive a response back, so I'm worried MyHeritage instead of cancelling the transaction is just stealing my money now! This is couple days before the Holidays, greatly impacting my plans, because of an issue with the auto-renewal. Let me repeat, I literally just got charged for nothing since the account is deleted and no way to access it, and instead of cancelling the transaction while it's still pending, they are ignoring me, and stealing my money!

Jag debiterades för produkten jag inte ville ha

Jag tänkte köpa DNA-kit (och det gjorde jag), och för att köpa ett måste man vara registrerad på deras hemsida. För att registrera dig måste du ange dina kreditkortsuppgifter och sedan missa det subtila meddelandet om Komplett-abonnemang och sedan debiteras du med 1824,00 Kr för något jag inte bett om!

Jag försökte kontakta support på livechatt, fick en biljett [skyddad] med ett löfte om att någon kontaktar mig tillbaka. Hände aldrig.

Jag ringde och lämnade ett röstmeddelande och skickade flera e-mail till support och Inga svar.

Acc [protected]

I have attempted to download a GEDCOM file and it tells me the system will send a link to my email address but this never happens, I have sent a support request 3 times now over the past 10 days but I get no response. This is the 3rd time this has happened and the problem had to be fixed on your side

Support Ticket no [protected]

PLEASE RESPOND

Alan Deuchar

Date of incident: 14 Dec. 2022

Time of Incident: 13.42

After my purchase of a DNA kit, I got a call from a MyHeritage representative to promote an upgrade to my existing subscription.

He explained to me how "important" it is to add names and surnames to my family tree so that their algorithm can match them with their millions of records.

My question was "How can you match the record without the DNA information of my family tree information?".

I asked him to defend the below statement:

'This way of building the family tree and matching it with millions of records only and only based on names and surnames can create more confusion than clarity and provide us with very biased information.'

He could not say much.

I proceeded to ask him if the kits we are buying can provide us with scientific information about family relations eg. between the child and parent, but he got angry and did not even professionally explain the process and closed the conversation in progress by saying "If you do not want the upgrade then have a nice day", hanging up, although I was in the middle of talking.

Those people have access to our vital information with no solid ethical accountability to human beings.

I have a huge complaint to MyHeritage: Firstly, be accountable with information such as the DNA of humanity, and cater to the real needs of people not having your mind on generating money while you are involved with extremely vital cases of humanity! Be extremely responsible about who has access to that kind of information!

And secondly, when your product or service is being questioned with reasonable objections, you should be able to explain clearly and admit any weaknesses in the system your product is depending on.

the amount below was taken from our bank account automatic renewal not authorised i have email them many times since last week and received no reply

Paid with

DEBIT_CARD

You'll see "PAYPAL *MYHERITAGE 700-" on your card statement.

£207.38

E-money conversion rate

£207.38 GBP = $240.00 USD

1 GBP = 1.1573 USD

Manage MyHeritage Ltd payments

Transaction ID

8KF52176XE630805T

Seller information

MyHeritage Ltd

+972 [protected] x20

[protected]@myheritage.com

Invoice ID

M5PR662D75ZTM232

Purchase details

700-61A379D9BC30E6BA45F51D4CB8CC8657-3

$240.00 USD

Total$240.00 USD

Print details

When I responded to another MyHeritageDNA member IN ITALIAN, the

My Heritage programs translated my message into ENGLISH! Why? Why can't I communicate in Italian (and other non-English) languages? I turned off Grammarly and the program still translated my Italian message into English. I do not know if the other person speaks English so he might not answer. And I speak Italian so this is frustrating!

Please explain how I can work around this automatic translation "glitch".

Jim Caradonio

Before I purchased the kit, I contacted sales and spoke to Jose. I wanted to know if they had successfully shipped to Argentina and would I be charged in Argentine pesos or USD. I was told no problem shipping to Argentina, and yes I would be charged in pesos.

My Argentina credit card was charged in USD which activated a 30% surcharge. I would have gladly used my US credit card, had I known I was actually going to be charged in USD and not pesos as promised.

I purchase my kit on August 4, 2022. It was shipped but did not take the 12 days promised. It stayed stuck in Argentine customs according to the tracking. I tried contacting support to find out the disposition. I contacted them August 14,15, 17. When I spoke with Juan on August 19, I was told to contact DHL and see why. I informed Juan that the shipper must contact DHL, they will not speak to me. He could offer no solution other than to wait 44 days. I then tried contacting them on Aug 23. A support person Maria, sent me an email. On Sept 23 she reiterated everything she already told me including that I should contact DHL. Once again I had to explain why I could not do this. Finally, on September 25, 2022 she informed me that my kit had been lost (!) and they were sending a new one.

It's now November 25, 2022, 2 months since the new kit was sent, and I have still not received it. I contacted Maria once again on November 14, 2022 to let her know that the kit shows it is still in customs since October 11. (This is exactly what happened with the first kit) Her response once again was to tell me to contact DHL personally, and that sometimes there is a need for some additional documentes that they would be happy to send me. I sent Maria the cut and pastes from the DHL website where it explicitly states that the shipper must contact DHL and that if more documents are needed DHL will make contact. This also has not happened.

On November 15, Maria then wrote me that she was going to pass my issue on to their DNA team and they would contact me right away. I am still waiting. It's been 10 days.

During this time on September 3, 2022 I was charged for an annual subscription that I did not want or order.

This is crazy that close to 4 months I have not received a kit and that I was charged for something I did not order. Had I known that this was going to happen I would have never ordered from My Heritage. What a disappointment.

I was not made aware of a pending charge on my account on 11/18/2022. $340.20 was charge to my credit card through PayPal. I tried calling customer service and couldn’t get through because I didn’t I know my account number. I had cancelled the account and could not retrieve the account number as they asked to proceed with the call. They gave me know way to be able to speak to a customer service representative. I have sent emails to [protected]@myheritage.com and have not received a reply yet. This is not good business practice.

Unauthorized charge to my credit card appeared on my bill. Card ending 3278. Charge of $138.00 CDN on Oct. 14th was authorized for purchase of product. Charge of $217.28 which appeared subsequently was not authorized for any product. No product ordered and no product received. I attempted to contact My Heritage by telephone through the contact numbers on their website with no success. The answering machine said the number was changed with no forwarding number provided.

Last year I must have signed up for a free trial. I honestly do not even remember. I missed the first $150 charge during a time of family crisis. This year they automatically renewed me for $350. I'm sorry but that's egregious, manipulative, and greedy. I imagine a lot folks using this service are much older, forgetful, and not as tech savvy. It's pretty rotten to think how often they probably automatically renew double or triple the original amount of the subscription on folks who don't even remember that they have this service. Shameful.

At 2 am this morning on my phone it said I had a transaction that was declined for 139 dollars for a bls my heritage ltd business, I didn't make that transaction, it shows on my cash card and it shows for me to add the cash so they can receive it, I didn't make any transaction or try to reach out to any one from that business or whatever they are, i'm glad I didn't have the money on my card or they would have taken my money and I hope this doesn't happen again