MyHeritage
reviews and complaints

At about 5 p.m., on March 4, I inadvertently accessed several restricted MyHeritage Web pages. I did so by opening my MyHeritage Web site, clicking on Account Settings, and then clicking on Family Tree. The family tree that was displayed belonged to the M…..- Gr.. n family. From there I was able to navigate anywhere I wanted within their Web site. The second time I did this, the …..-Fr.. d family tree was displayed. None of these people are related to me and I have no connection with them.

This is a serious breach of MyHeritage members' privacy and would not have happened with proper security measures enforced.

I did not authorize payment to you for $315. According to my account, I am a free member. My name is Steven Neice.

I took out a free 14 day trial with My Heritage on 8 February but decided it was not for me so cancelled the trial on 20 February. I then received an email from Paypal advising that a payment for My Heritage would be taken from my account on 25 February. I checked the account and cancelled the trial again on 22 February and asked My Heritage to confirm that they would not be deducting the payment on 25th.I

received an email to say that 'Your account had a Complete subscription that started on February 8, 2022, and that subscription was successfully cancelled on February 22, 2022.

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

However, I have checked my Paypal account today (25th) and £114.50 has been deducted!

I don't want the service, I cancelled the free trial within the 14 days abd should not have been charged. Name is Joan Murphy, account number is [protected]

My son Hamish McLean has tried to log on for his DNA results..

Has not been successful.

His email [protected]@hvacrsupplies.com. au

phone+ 61 [protected] Australia mobile [protected]

Home address: 11a Wakehurst Parkway North Narrabeen NSW 2101

My email Malcolm McLean [protected]@tpg.com. au

phone [protected]

Home address: 45 Peacock Parade Frenchs Forest NSW 2086

Appreciate if someone could assist in tracing my son's results.

I ordered a dna test. My wife ordered one from same company two years ago and it was fun so I thought i'd do it too. I did not ask for any premium service, I never asked for so much as a free trial to anything at all. I only paid for the dna results. I was just charged 162.78 for some premium junk that I did not want, have not wanted, and have not come close to using. I am still just waiting on my dna results. I have emailed their customer support twice now over the last week and a half and have only received an automatic ticket # and no other response. I want a refund for this premium junk that I do not want and did not ask for.

I’ve ordered two different kits one during the holiday so I assumed that it’s taking 13 weeks for me to get my results was because of the holiday fast forward to January I sent in another kit and I have yet to receive my results they will not respond to my emails they are very disrespectful on the phone once they get your money they disregard everything about you as a valued customer

I have been checking my account for membership details & find that a payment for my membership was taken as authorised on 08 March 2021 for £56.40 for my premium membership. I checked this as my membership is due to renew in a few weeks.

To my horror I found that bls*myheritage ltd had taken an unauthorised payment from my account on 12 April 2021 with the reference [protected].

I have no idea what this was for & I obviously overlooked it due to having taken out membership a little before this. I simply want my money back & an explanation of what you were up to.

Can someone get back to me with instructions on what to do regarding the failed delivery attempt?

I sent the samples from Latvia to Germany as instructed. And the mail tracker has stopped working with the last message citing that the delivery has been unsuccessful. The sample has been lost just before reaching MyHeritage. Nobody from MyHeritage is answering me.

This is quite unsettling.

I cancelled my subscription with My Heritage over 2 yeasr ago. I have basic free access at resent.

They attempted to take £229.00 from my debit card account via Paypal, my bank raised it as a suspicious transaction and withheld it till they spoke with me. I advised them that i had cancelled that subscription over 2 years ago so the payment wasnt paid. My Heritage was blocked on that accunt.

On checking my credit card account today they have taken it form my credit card account and now i ave to raise a dispute and this could take 12 weeks to resolve.

I find this dishonest that due to one account blocking them access they have taken form another account which they obviously had details of. I asked My Heritage to take my bank deails off their system 2 years ago.

This has left me in some financial difficulty and caused me distress

I want them to return my money onto my credit card account and to remove ALL my back details from their system with a letter acknoleging that they have done this.

Regards

Linda Buchan

Most companies give notice that a payment will be taken 'within the next couple of days' - MyHeritage does not do that, it just issues a notice that the money has already been taken - £226 - for a subscription that I forgot to cancel because I only used the service once for DNA testing. The charge went through PayPal. I then cancelled the future subscription (but was too late to cancel the £226 payment of course). On contacting MyHeritage (within a few hours of receiving their payment notification) about this matter, to request a full refund, I was advised that my account couldn't be found because I had deleted it, but they requested via email that I provide info, i.e. paypal transaction ID for the payment, which I did by return.

My bank cancelled any future subscription renewal with MyHeritage via Paypal, and blocked the payment.

I have heard nothing at all from them since, not even a confirmation that they received my email and info. PayPal are now asking me to pay them £207 because they paid the subscription on my behalf (as they could not get it from my bank account).

MyHeritage policy states that refunds will be given within 30 days of renewal - I am still well within that time limit. I simply require a full refund of £226 to my Paypal account and confirmation that any future subscriptions have been cancelled.

MyHeritage bank account will show receipt of £226 from my paypal account, with transaction ID, and my original account number - regardless of whether the account was deleted, they still have my money, which I would like back please.

I have no doubt I will simply receive a standard reply to this email which will result in no refund and further frustration, but it's worth a try!

I've used this company's website once, over 5 years ago. I've used it's free trial only, after which I intended to cancel and not use it again. 5 years (!) later, 2022, and I'm suddenly charged for almost 200 euro for nothing! My account has nothing connected to it, no subscriptions or credit cards, nothing!

Fraudulent and scam-like practice to prey on inattentive people, robbing them annually and hoping they don't see. Stay away!

El 31 de febrero se myheritage ltd realizó un cobro a mi cuenta de paypal, pese a que yo dejé de utilizar el servicio de prueba hace mas de medio año como se puede apreciar en la segunda imagen que adjunto.

Espero sean pruebas suficientes de que jamas solicite suscribirme, por lo cual espero respondan.

Acabo de contactarme con el equipo de soporte para solicitar un reembolso total, ya que no deseo participar la suscripción completa, espero su pronta respuesta.

I want to cancel my order and get a refund but cannot speak to anyone

DNA KIT: MH-3L3NE4

Hello,

My kit was registered 2 months ago. November 29, 2021. I have still not heard anything from you. When I track the kit it still says it's not been received at your Lab.

Can you contact me as it's been an awfully long time?

I am worried as it was a birthday gift from my daughter, she keeps asking have I heard from you.

Can you please contact me as soon as possible and let me know what is happening.

Thank you.

Hilary Jones

Started out as decent site, only wanted briefly. The trial went past one day. My bad, but I have no use for the services so no reason for me to get a $140(!) charge on account [protected] for something I've only used during the trial and have no use for the remaining 365 days. Any customer service would see this situation and refund with a simple call.

1. The cancel option in Settings is misleading. That is only for canceling a renewal, not a subscription itself. You have to call for that.

2. I called US support twice. There is no 'Customer Service' only 'Priority Customer Service' for an added fee.

First time I routed via the auto attendant to billing, which was a voice mailbox only. I was leaving a message and within 30 seconds the call ended. I'm pretty tech-savy so I know I didnt mis-click; there is a timeout error on that section of their auto-attendant. It sucks and feels like MyHeritage purposely cut off their support to make off with my money, which was a lot for me. (I already work 2 jobs and 80% go to bills. Just wanted this to make a gift for my grandma)

Second time I routed via the auto attendant to customer service, which was an automated message that flat out rejects customer service to non-premium members. There is apparently a huge difference in a paying customer v. a premium paying customer. $140 wasnt enough; I have to pay an additional $89+tax at LEAST to get through to MyHeritage to place my simple request. I get customer service reps have to be paid, but there was no disclaimer of "You'll have to pay more if you want any support whatsoever, even if its just to cancel your subscription."

Here I am, with -$140 for service I wont use, and a seemingly rigged system that won't give me the decency to allow me to contact them for help. Should this last attempt to get this resolved not work, my only recourse is to deny with my bank, file with the BBB, and should others agree & like to pursue a class-action suit, please contact [protected]@outlook.com. If a lot have the same issue, I work with attorneys that will route this to someone that specializes in class-action suits.

I paid $282.45 in Nov.13, 2021 #[protected] on my credit card ending with 5656 master card --my credit card ending with 6108 was used by some one else and I destroyed it now I have someone wanting me to renew my subscription whch was due in Jan.2022. How can I have two My Heritage accts. unless you have a Canadian Co. The jan acct. was 299.46 but the exchange was $390.80 I am frusterated.

Today £228 was taken from my account for a renewed subscription, without informing me of this or indeed giving me the option to stop this happening.

When I initially purchased a DNA kit over a year ago, it was my understanding that this was a one off payment and I was not made aware at the time of purchase that this would happen.

I am appalled that such a large sum has just been taken from my account without my prior knowledge. I expect this to be fullly refunded, promptly.

I look forward to a quick response.

MyHeritage have taken £226.80 out of my bank account on 3rd Jan for no reason whatsoever. I was given no warning it was going to be taken and have no understanding of what services it's supposed to be paying for.

The only services we have used from MyHeritage cost £79 per six months and that was taken as an entirely separate payment back in September.

I would like a full refund.

1 January 2022
The My Heritage Team
Thank you for email of 23 December 2021. My wife was unable respond over the Christmas period & is now unfortunately in hospital recovering from major orthopaedic surgery as a result of a fall on Wednesday 29 December 2021.
I believe my wife made it quite clear in her Email of 17 December 2021 that it had not been her intention to extend beyond the free period & requested a refund of the $A115.49 debited to our account that day.
My wife's only connection to the name McCrory is through her marriage to me & I already have a copy of the USA book on the Family McCrory.
As my wife pointed out she is a Townsend by birth & is a direct descendant of Lord Sydney after whom the City of Sydney is named. Her cousin Judy traced their family tree back as far as she could but came to halt when faced with burnt records in Ireland.
My lineage is similar to my wife's, where hers is England/Australia mine is Scotland/Australia. According to my "family Name History" it goes back to Middle Ages on the west coast of Scotland. My father "Norman John" was born in Australia in 1895 & his father "John Felix" migrated from Scotland.
Given that the USA records would be of little use to either of us it would be appreciated if you would reconsider her request that the Annual Fee be refunded.
John M McCrory
17 December 2021
The My Heritage Team
It would greatly appreciated if you would refund the payment you have received for the ongoing subscription.
I should have acted more quickly to cancel the free trial after my first use of the system. McCrory is my husband's surname whereas my maiden name is Townsend & the Family Tree developed by my cousin clearly indicates that my lineage is more England / Australia.
Jacqueline M McCrory

I bought a DNA kit with my bank card on 29th November 2021 and this card has been used to take a years subscription without my consent.

This subscription started Dec 29th 2021 according to my account- I do not want this subscription.

I have sent a form from the website contacting them about this with no reply. It is my understanding that there's a 30 day money back guarantee.

I'd like someone to reply to me and a refund for the amount taken.