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Replied
can't get my password
I entered my password, but it said it was incorrect. You sent me an automated
"change your password" email but when I clicked on the blue hyperlink, it could not take me to the page where I change my password.
Can you just enter my password change for me? I want
Cloud97345 which is what I have always used...
Thank you.
Lorna Dyer
[protected]@aol.com
Can't access a new password...password auto change page hyperlink not working
The complaint has been investigated and resolved to the customer's satisfaction.
I'm sorry for the inconvenience and sympathize with your efforts. I will do all I can to assist you with logging in.
That said, I do see that 4 requests to update and change your password were made and these e-mails were sent on our end but if I understand correctly, you never received them.
Therefore, please make sure that the calendar alerts did not reach the spam/junk folders in your email account
In any case, I have manually generated a new password for you and have sent you a personal e-mail with directions on how to log in.
Please let me know if you need more assistance by simply replying to that e-mail so I may help you with high priority.
Sincerely
Rafael
MyHeritage
Replied
no service and unauthorized charges to my credit card
On 2/14/2018 I signed up for one year of geneology to research my family history. I was billed for annual service and paid $119.40 using my VISA card. I was provided with the data to start my research. On 2/21/2018 my VISA card was charged $138.74 that I did not authorize. I did report this unauthorized charge to VISA and it was reported as a fraudulent charge and removed from my VISA account on 2/22/2018. Since then, I have been locked out of the My Heritage account and unable to gather any services that have been paid. So, in effect, I have received one week of the promised service, not one year as advertised.
I will again attempt to contact My Heritage to resolve this issue. Meanwhile, I would caution people to check their credit card accounts for fraud when dealing with this company
The complaint has been investigated and resolved to the customer's satisfaction.
I regret to find your complaint and there seems to be a great misunderstanding here.
Firstly, I would like you to know that I will be more than happy to issue you a refund as soon as possible.
I would also like to clarify that MyHeritage informs all members of the annual membership charge and its price on the automatic email that is sent out after you enroll in the membership and before every renewal.
Also, one may view the status or cancel a trial subscription at any time online when logging into MyHeritage from the My Purchases page and incur no annual charge.
Your refund is guaranteed because our terms and conditions that read that If you are not satisfied with your purchase you may request a full refund by contacting Customer Support within thirty (30) days of the initial purchase date of the subscription.
If you did not read the details of your trial, visit your membership status online or read your automatic e-mail after purchase, you may not be aware of this.
In order to issue you a refund, I must first locate and verify your registered MyHeritage account. Therefore, please e-mail me directly at rafael.vipsupport@myheritage.com so I may assist you with high priority.
Kind Regards
Rafael
MyHeritage
Replied
dna match
DNA results incorrect. My first cousin isn't related to me. This is inaccurate. Also states that I am British/Irish. I can go back 4/6 generations on my family tree and no British or English blood.
My husband also had his results a few days ago. His tree goes back 8 generations or more on all sides of the tree. All relatives living in the same area in England. His gt grandmother and further back is German. Results - no German and no English or British. 62% Scandinavian - where did that come from?
Same message on the phone "due to the high volume of calls". Leave your number. No one has ever contacted me. Sent email - nothing. I do not know how to send you a copy of my email.
The complaint has been investigated and resolved to the customer's satisfaction.
I regret to find your complaint here and will do all I can to assist you with very high priority.
Geneology research is currently a very popular subject and we at times experience a high volume of questions from the millions of our members. I totally understand how bothersome it may be to be on hold and I sympathize with your efforts.
With regards to the issue you describe it is important to know that in estimating your ancestral ethnicity, MyHeritage compares your DNA with the DNA of living people around the globe whose genetic ethnicity is known. In doing this it is found that DNA of populations of Europe's neighboring countries is similar.
We currently keep our Ethnicity Estimate on a higher regional level in its beta version as it is challenging to build a distinct profile for Great Britain and Scandinavian countries because those populations are admixed with Western European DNA.
As you may know, Anglo-Saxon people settled the British Isles, and they were comprised of Germanic tribes. This means that their DNA is similar to the DNA of nearby regions. It is, therefore, possible that you have a family tree with generations of relatives that you have proof that they were born in Germany, but the Ethnicity Estimate shows British or a scandinavian ethnicity instead.
Moreover, if you have researched your family 6 generations lets say, please note that the ethnicity is not divided equally among the higher generations of parents.
Each of us inherits 50% DNA from our mother and 50% from our father. However, the percentages of DNA received from grandparents and further back are rarely divided evenly. Therefore, you don’t necessarily inherit the DNA of a given ancestor throughout the generations that have passed.
I have attached a chart here that shows how the percentages of DNA a person receives from their ancestors can be divided between the paternal and the maternal side. (please see attachment)
As you can see, the percentages of DNA a person receives from his ancestors at the level of the second generation (grandparents) and further back are not necessarily divided evenly in each generation. Therefore, it is possible that one great-grandparent may have passed on 3% of his/her DNA to his great-grandchild, while another great-grandparent may have passed on 11%.
This might explain some surprising results in your MyHeritage Ethnicity Estimate. If for example one grandparent is pure Chinese, and the other three grandparents are all pure Italian, the grandchild may be anywhere between 0-50% Chinese, and 50-100% Italian. However, the probability of a person having only one pure ethnicity is very unlikely. This might also explain why some siblings may inherit certain ethnicities, while other siblings may inherit the same ethnicity in another percentage, or even may not inherit this ethnicity at all.
All in all, new and exciting information can always be found along with your estimate by utilizing the research tools available to you such as building your own family tree and finding comparable matches whether they be Genealogy or DNA matches.
Our match algorithms have been proven to automatically find and compare similar DNA strands along with ancestral surnames, records, and family trees to find very interesting discoveries. New DNA is uploaded every day and the chances of that new information to match your research are great and it has helped many worldwide.
Finally, I want you to know that the progress of your research is very important to all of us and therefore, please e-mail me back if you have any questions at rafael.vipsupport@myheritage.com.
I'd be happy to help you personally.
Sincerely
Rafael
MyHeritage
Replied
poor customer service and questionable dna test results
I do not think that MyHeritage staff care or appreciate how distressing it is for customers when they fail to respond or acknowledge their correspondence.
On the 23 Feb 18, I placed a factual review on Sitejabber and was promised by "Rafael" a MyHeritage Representative that he would look into my matter with high priority. This is yet to materialise despite me sending follow up emails. I appreciate that they might be busy but a response is basic customer service and common courtesy.
I have done substantial genealogical research and the Ethnicity Estimate does not even come close to my lineage. I was left wondering if those were in fact my results? The code (MH-Y5ZW88) seemed to be the one assigned to me but the results are just so far fetched.
I was born in a cosmopolitan country in the Caribbean and I feel that this is what MyHeritage used to assume that I was of Afro-Caribbean origin. The results showed that I was from Nigeria, Sierra Leone, Kenya, etc.
In hindsight I should have posted a photo of myself and changed my country to the European country where I now reside and the results would have been very different.
I was mortified to see that according to this test; I do not have any Jewish, Chinese, Portuguese and obviously Caribbean roots (which I have) instead of that large Nigerian, etc percentage (which is news to me)...shocking!
Do you have a policy on DNA retesting? Or alternatively you can refund my purchase fee to a charity of my choice.
The complaint has been investigated and resolved to the customer's satisfaction.
I'm sorry to read your complaint here and Indeed I remember your complaint posted on site jabber. I sympathize with your efforts to research your family roots and I can assure you that your feedback is very important to us.
I had asked you to write to me from your registered MyHeritage account so I may locate your results and verify your account. Unfortunately, I have yet to receive an e-mail from you.
In any case, I have now located your account under the kit number you provide here in question and I will do all I can to help.
If I understand your concern correctly you were born in the Caribbean and your ethnicity estimate does not show any Afro-Caribbean origin but it does show Nigeria, Sierra Leone, Kenya, etc. that are countries in West Africa.
Afro-Caribbean is indeed a term describing Caribbean people who trace at least some of their ancestry to West Africa in the period since Christopher Columbus' arrival in the region in 1492.
There is more information on the subject online:
https://en.wikipedia.org/wiki/Afro-Caribbean
To estimate your ancestral ethnicity, MyHeritage compares your DNA with the DNA of living people around the globe whose genetic ethnicity is known. These references, or Founder Populations as we call them, are modern groups that descend from a few individuals who left one area to settle another for political, religious, or social reasons. These are the percentages shown to you.
It is true that Africa is one of the world's largest and most populous continents. There are 3000 distinct ethnic groups and over 2000 languages on the continent making it home to the most genetically diverse people on Earth. Many of these tribes have not yet donated their DNA sample for the DNA research community to research it.
Currently, our genetic models are based on 42 ethnic groups around the world and please keep in mind we are working on adding more references to our database through our Founder Population Project.
We keep our current beta version of Ethnicity Estimate on a higher regional level to compare your DNA with the references that are available.
As we both know there are many complications with researching African ancestry given the history of what Africans in the Americas have gone through, especially where many of the traditional methods of genealogy research have been complicated by the history of slavery, missing records and names being changed.
The good news is DNA research does offer a way to circumvent these obstacles by measuring and comparing ones genetic makeup to trace roots and find more insight into one's family history through digging through records, tree matches and comparing your DNA to others.
Along with an Ethnicity Estimate, your DNA purchase gives you tools such as ancestral surnames, comparing trees and measuring ones shared DNA through a chromosome browser that has been proven valuable to the millions of our members to trace family history.
Our match algorithms have been proven to automatically find and compare similar DNA strands along with ancestral surnames, records, and family trees to find very interesting discoveries.
New DNA is uploaded every day and the chances of that new information to match your research are great and it has helped many worldwide.
I have written to you through e-mail, please e-mail me back with any questions or requests you may have. My e-mail is rafael.vipsupport@myheritage.com for your information.
You are already my first priority here today and I will be looking for your reply.
Sincerely
Rafael
MyHeritage
Replied
dna evaluation
The company offers DNA analysis.
I got an analysis which obviously false.
Even though I live in England I have NO English heritage whatsoever.
The result shows: English 27.3% North and West European 27.1%
There is no such DNA strand as English...
I doubt also that we have any Italian DNA in the family as my married name only is Italian.
I demand a better explanation: i.e. Angle, Saxon, Celtic, etc.
I also do not wish to be bombarded with possible relatives based on a 1% or less DNA match.
The complaint has been investigated and resolved to the customer's satisfaction.
I regret to find that you are unhappy with your ethnicity estimate and I would like to clarify.
In some regions of the world, there is a unique set of genetic characteristics that are shared between the offspring of native populations. While different populations migrated from one region to another, research has shown that these sets of characteristics make some regions distinct from others, allowing us to establish a genetic model for some regions of the world.
Over the last thousand years, people in (Western) Europe moved around frequently and often mixed with people from neighboring regions. Over time, the official borders changed and so did the population. It is very difficult to find a reference population with statistical difference between ethnicities in this region and we keep the Ethnicity Estimate on the higher regional levels for our estimate.
Similarly, it is difficult to build a distinct profile for Great Britain and Scandinavian countries, as those are admixed with Western European DNA. Anglo-Saxon people settled the British Isles, and they were comprised of Germanic tribes. This means that their DNA is similar to the DNA of nearby regions. It is, therefore, possible that you have a family tree with generations of relatives that you have proof that they were born in Germany, but your Ethnicity Estimate shows British Ethnicity instead.
Because DNA may be very similar to people in neighboring countries. Where there isn't sufficient statistical difference, we keep the Ethnicity Estimate on a higher regional level. Even when there is a statistical difference between ethnicities, it is true for the population's average. Your DNA will always be slightly different than that of the average population, and may, therefore, show a small or a significant part of neighboring ethnicities.
One other thing to consider is how each person receives 50% of their DNA from their mother, and 50% from their father. The percentages of DNA a person receives from their ancestors at the level of grandparents and further back (great-grandparents, etc.) are not necessarily divided evenly in each generation.
If the percentages of DNA a person receives from their ancestors would always be divided evenly between the paternal and the maternal side, the percentages of genes inherited would show:
(please see my attachment)
50% from the parents, 25% from the grandparents, 12.5 % from the great-grandparent, 6.25% for great-great-grandparents, and so on. The following graph shows percentages of the DNA a person receives from his ancestors up to four generations divided evenly between the paternal and the maternal side.
At seven generations back, probably less than 1% of the DNA comes from a direct ancestor.
Please note, however, that the graph I attached iis theoretical and the percentages of DNA a person receives from their ancestors at the level of the second generation (grandparents) and further back are not necessarily divided evenly in each generation. It is possible that one great-grandparent may have passed on 3% of their DNA to their great-grandchild, while another great-grandparent may have passed on 11%.
This might explain some surprising results in your MyHeritage Ethnicity Estimate. Please also note that bio-geographical estimates are complicated, especially for countries in Europe. For example, the ethnicity “North and West European” includes many countries, for example, Germany, France, the Netherlands and more.
Determining one’s ethnicity based on DNA is a relatively new field of genetics. Great advancements have been made in the past years, but there is much more to discover. MyHeritage will continue to work on adding new ethnicities and improving the Ethnicity Estimate, based on new scientific research and discoveries.
Please let me know if you have any questions by writing to me personally at rafael.vipsupport@myheritage.com. I'd be happy to help.
Kind Regards
Rafael
MyHeritage
Replied
dna samples not received
I mailed my DNA samples 2 weeks ago from Louisiana to Houston Texas and as of today my MyHeritage account still says samples not received. Where are they? Should have been received in 3 or 4 days. On their website it promises results from start to finish of 4 to 6 weeks. It appears it will be much longer than that. I want to know where my samples are.
The complaint has been investigated and resolved to the customer's satisfaction.
I'm sorry to find your complaint and will do all I can to help.
I understand that you sent it your kit a long time ago and it is still not showing in our site's tracking as received by our lab. Unfortunately, we do have a large backlog after this past holiday season.
While your sample may be already in our lab in Houston, it may take more than two weeks for us to process your kit so it shows received online. This involves the various steps of DNA processing. Every sample that is received is given extra attention to ensure our DNA research community the highest quality results.
I have seen usual processing take a month but there have also been cases that it takes a bit longer for the lab to receive a DNA sample.
Therefore we kindly request you to wait a little longer and we are confident that you will see an update in the status. Please feel free to e-mail me back anytime at rafael.vipsupport@myheritage.com if you have any questions or need any more help with this by all means.
I am here for you.
Best regards,
Rafael
MyHeritage
Replied
dna result mixup
I recently took the MyHeritage DNA test and it is clear that something is wrong with my results. I am an African American woman (with deep brown skin and afro textured hair), and my results concluded that I am 93.6% European along with a small percentage of Middle Eastern. Ultimately, these results, coupled with the results connecting me to potential white family members based on my DNA sample, all imply that I am a white person submitting my DNA sample. My biological mother recently received her DNA results and almost all of her ethnicities are located in Africa and MyHeritage didn't even list her as a potential relative. I am deeply disappointed to have gone through this process and to have waited over a month to receive the wrong sample results. As a Black person displaced from Africa, deprived of knowledge about my ancestry, this mix up feels all the more disheartening. Please look into this case so that I can receive a refund.
Sukhai Rawlins
Account ID: [protected]
The complaint has been investigated and resolved to the customer's satisfaction.
I regret to find the issue you report and I deeply apologize for the inconvenience it has caused.
Our DNA team is currently looking into this matter with extremely high priority. We have now disabled the DNA kit in question and we are now investigating why this happened.
A colleague of mine has sent you an e-mail about this separately, please reply to this e-mail so we may investigate and handle this as soon as possible.
Kind Regards,
Rafael
MyHeritage Support team
Replied
lost dna samples
Paid for and activated two DNA kits. Followed directions that were included and two samples were sent out in the envelopes provided. Both envelopes included first class postage and my return address was included.
Both samples were mailed out on Jan 3rd but website shows they have still not been received. Both samples should have been received in 3 to 5 days and it's been over a week.
Both samples have been lost.
I cannot get in touch with anyone at My Heritage. Everything is automated.
My sample is still missing and I haven't received any assistance with customer service. I have only received emails telling me to wait. It's been almost a month since I mailed out two kits at the same time. Mine was lost and the other is kit is on track to complete DNA results this week.
Received a canned email that advised to wait another 1 to 2 weeks because this was coming from ABROAD? Two kits were mailed OUT AT THE EXACT SAME TIME/SAME DAY from NEW JERSEY and mailed to HOUSTON. ONE KIT ARRIVED at the lab and the OTHER ONE IS LOST !
This kit purchased through Amazon .. Emailed Amazon to advise of situation. Will send them the above thread . They need to remove this product from their site.. This company does nothing to assist with complaints or provide assistance.
Sent another email..Have not received any response.. Checking into other options and sites that will assist with complaints.
Still haven't received any update or response .
HI Rafael,
I did email you and provide the info you requested but haven't received a response...Do you have any updates regarding my missing sample?
My account ID: [protected]
Thank you,
Betty
Hi Rafael,
Thank you!
I sent an email to you this morning with my account number. Appreciate your assistance in tracking this down.
Thanks again!
Betty
I regret to find your complaint and will do all I can to help.
In order to help, I need to locate your registered MyHeritage account.
Therefore, please e-mail me directly at rafael.vipsupport@myheritage.com so I may assist you with this issue as soon as possible.
You are my first priority here and I'll be looking for your e-mail.
Sincerely
Rafael
MyHeritage
mixed up account and no dna results still waiting
This is an email that I have sent to my heritage and I have sent several but to no avail, I am getting really angry now because they have no customer service, no one gets in touch with you to sort out this simple problem... I am still waiting for my DNA results which should have been sent on the 4th January 2018 and have spent £67 so far and received nothing.
Hi here is a reference number that was sent to me from your department regarding my DNA kit #[protected] DNA kit activation code MH45SH9N which has been registered onto my friend Mr Charles Matthams account under manage DNA kits, this should not have happened as I have my own account with you but my account does not seem to have my DNA kit registered onto it. I was informed that you would contact me by writing back but have received nothing. I was also informed that my DNA results would be ready today. can you please contact me at this email address and let me know what is happening. Thank you Sue Robinson
results of dna test
This is obviously a scam.Account #[protected]. The report I received is full of blatant errors and omissions. I demand my money be refunded immediately. I can be reached by phone @[protected]. My browser will not recognize you and indicates you are a scam. I WANT A RESPONSE!
My Heritage DNA is fake and and not worth a penny. I want my money back.
Have reported you to BBB.
Replied
delivery/customer service
I have sent 3 emails, called a number that is only manned by robots and sent an Instagram message regarding my order on account [protected] and have not even received an acknowledgment of receipt. My order was apparently shipped on 03/12/17 however, according to DHL is still at the ‘export facility' .
I am now not receiving my order in time for Xmas and need to cancel, please can I have a response ASAP. Very, very disappointed at the lack of customer service that My Heritage provides.
The complaint has been investigated and resolved to the customer's satisfaction.
Thank you for contacting us and my apologies for the late reply.
Indeed I can see that the shipping address you filled out for the order was incomplete and because of that it wasn't received before Christmas. This would happen even if we were to send a new DNA kit right now.
Therefore, we have already issued a refund for your DNA kit purchase upon your request, my apologies for the inconvenience. An e-mail was sent out to you on the 21st on the matter.
Please do not hesitate to contact us again, should you have any further queries. We would be happy to help.
Kind Regards
Rafael
MyHeritage
Replied
my heritage dna test results wrong
I have received my DNA results back and they are completely different from the results I had from ancestry DNA which are accurate. They say I am 100% European which is not correct as I have Polynesian ancestry which was confirmed in ancestry DNA testing. Also it said 0% Scandinavian when I have 20%. Was my DNA test actually tested? Or are your results just made up? I intend to follow this up as it is so inaccurate.
Read full review of MyHeritage and 10 comments
Replied
I was charged $159 to my pay pal account on dec 5 2017 (unauthorized charge)
On December 5 2917 I received an unauthorized charge to my pay pal account of $159. I do not have a My Heritage account. I called customer service and they could not find any account set up for me. Please credit my Pay pal account back $159.
Thank you,
Nancy Langlois
Transaction details
Print
Subscription Payment Sent
December 5, 2017 at 9:01:02 AM PSTTransaction ID: 4UN27932Y9896834Y
Payment Status: COMPLETED
View Billing Agreement Details
Gross amount
-$159.20 USD
We have no postal address on file
Order details Quantity Price Subtotal
324-5845B62D05AFF7762886D72F7C901B4F-3
1 $159.20 USD
$159.20 USD
Purchase Total $159.20 USD
Your Payment
Purchase Total-$159.20 USD
Sales Tax$0.00 USD
Shipping Amount$0.00 USD
Handling Amount$0.00 USD
Insurance Amount$0.00 USD
Gross Amount-$159.20 USD
PayPal Fee$0.00 USD
Net Amount-$159.20 USD
Invoice ID4415124932610405
Reason
Subscription
Paid to
MyHeritage Ltd
The receiver of this payment is Non-US-Verified
http://www.myheritage.com
[protected]@myheritage.com
Funding details
Funding Type: Buyer Credit
Funding Source: -$159.20 USD - TXNBML ending in x-10000
The complaint has been investigated and resolved to the customer's satisfaction.
I regret to find that you were unable to cancel your annual membership and I will do all I can to issue you a refund as soon as possible.
While one may certainly contact our support to cancel this, please note that all members may view the status or cancel an annual subscription or a Free Trial at any time online when logging into MyHeritage from the My Purchases page and incur no annual charge.
In order to issue you a full refund, I need to locate your account. Unfortunately, there are more than one paid membership holders by the name "Nancy Langlois" in our database and I need to verify which account is yours to issue you a refund.
Please e-mail me directly at from your registered MyHeritage account at rafael.vipsupport@myheritage.com so I may assist you with this refund as soon as possible.
I'll be looking for your e-mail.
Sincerely
Rafael
MyHeritage
I cancelled my subscription 20 mins after signing up for the free trial and was recently charged an annual Australian fee.
I have tried calling 3 times now every-time I am put on hold and my position in the queue is between 7-10 and it didn't move once all three times I was on hold for over an hour.
I just like my money returned.
Replied
dna test
This company is a TOTAL SCAM - I have tested with this company, as well as Ancestry and FamilyTree. Both Ancestry and FamilyTree showed results true to known heritage, in addition there was a host of recognizable family names under my matches.
MyHeritage showed very distant relatives, none of which I recognize.
I feel that MyHeritage should be audited for fraud!
Regards,
AnneJones
The complaint has been investigated and resolved to the customer's satisfaction.
I regret to find you are dissatisfied with your Ethnicity Estimate and I will do all I can to help.
The autosomal DNA test gives you an estimate and does not measure your ancestor's migration patterns throughout history (further than 4 generations).
It has been found that people within Europe have similar DNA. As you may know, an ethnicity estimate is based on comparable DNA. In regards to your ethnicity results, it is important to know that while we hold a very large amount of reference populations (42 and growing) they are attained on a higher regional level because DNA is found to be similar in neighboring countries, especially within Europe and where there isn't sufficient statistical difference.
It is true to consider that bio-geographical estimates are complicated. Different researchers analyzing the same DNA of a person can come up with different estimates based on a number of different factors, such as the reference populations used for comparison, the algorithm, the chemical processing and many more factors. Therefore these elements are consistently being improved in the DNA researching community as a whole and it is certainly our highest priority here at MyHeritage.
Moreover, while some companies provide many more regions to compare your DNA with, MyHeritage compares your DNA to a lot more ethnic populations. We find this most important as we are careful to provide all of our members with the most accurate results.
All in all, your feedback and overall satisfaction is always important to us as we are invariably looking to better our genealogy experience for the millions of members that use our research tools and purchase DNA kits.
I want to locate your account and examine your results to assist you with your complaint and ensure you are totally satisfied with your purchase.
Please e-mail me at rafael.vipsupport@myheritage.com so I may assist you as soon as possible.
I will be looking for your e-mail with high priority.
Kind Regards
Rafael
MyHeritage
Replied
my heritage price was reduced less than two weeks after I purchased
Hi, I purchased a DNA kit for my wife and less than two weeks later after thanksgiving the price was reduced by $20 Canadian. My account number is [protected] and the DNA kit assigned to Mali Ayers is MH-8SU2R9.
Can you please arrange for a price match and refund as this seems unfair. I tried ringing customer support but it is closed.
Thanks
Stephen Ayers
ayers.[protected]@ymail.com
The complaint has been investigated and resolved to the customer's satisfaction.
I regret to find that you purchased your DNA kit before there was a holiday discount. I can understand how frustrating it may be in this type of case scenario.
Your feedback and overall satisfaction is very important to us and I have already written to you about the subject in more detail.
If you have any questions, please reply to that e-mail anytime, I'd be always happy to help you with your research or membership.
Sincerely Yours
Rafael
MyHeritage
Replied
dna results fraud
I received what MYHERITAGE DNA claimed were my results. I am Scottish/British/Irish.
But the results you gave me said that I was 55%NEuropean with min British identity. all the relatives they said matched mine - I had never heard of them.
I almost had a breakdown (literally) thinking my parents were not mine, and I must have been switched at birth. But someone pointed out to me that I am a spitting image of So and So, and SO and So.
So I did my DNA through another company. Low and behold - COMPLETELY DIFFERENT RESULTS and they actually had cousins that I knew that matched me.
MY RESULTS MUST HAVE BEEN MIXED IN THE LAB AND RATHER THAN ASK ME TO DO THEM THEY JUST SEND SOME BOGUS RESULTS.
OR THEY ARE 100% SCAM ARTISTS.
when I tried to find a place to send my complains or email complaints they are non existent on their site.
The complaint has been investigated and resolved to the customer's satisfaction.
I regret to find you are dissatisfied with your Ethnicity Estimate and I will do all I can to help.
The autosomal DNA test gives you an estimate and does not measure your ancestor's migration patterns throughout history (further than 4 generations).
As you may know, an ethnicity estimate is based on comparable DNA. In regards to your ethnicity results, it is important to know that while we hold a very large amount of reference populations (42 and growing) they are attained on a higher regional level because DNA is found to be similar in neighboring countries, especially within Europe and where there isn't sufficient statistical difference.
You said you are Scottish/British and Irish but find North European and a small amount of British, but, people in neighboring countries in Northern Europe and the British Isles have been in contact for centuries. A good verifiable example of this is the 9th-century history of Norse settlements along the coast of Ireland establishing Dublin, Wexford, Waterford, Cork, and Limerick, which became the first large towns in Ireland.
It is true to consider that bio-geographical estimates are complicated. Different researchers analyzing the same DNA of a person can come up with different estimates based on a number of different factors, such as the reference populations used for comparison, the algorithm, the chemical processing and many more factors. Therefore these elements are consistently being improved in the DNA researching community as a whole and it is certainly our highest priority here at MyHeritage.
Moreover, while some companies provide many more regions to compare your DNA with, MyHeritage compares your DNA to a lot more ethnic populations. We find this most important as we are careful to provide all of our members with the most accurate results.
All in all, your feedback and overall satisfaction is always important to us as we are invariably looking to better our genealogy experience for the millions of members that use our research tools and purchase DNA kits.
I want to locate your account and assist you with your complaint and ensure you are totally satisfied with your purchase.
Please e-mail me at rafael.vipsupport@myheritage.com so I may assist you as soon as possible.
I will be looking for your e-mail with high priority.
Kind Regards
Rafael
MyHeritage
Be very wary of this organization. They put additional charges on your credit card with out approval. So far in the last 2 weeks I have had $380.57 AUD in charges from this company. The full package is $215, which I signed up for, but since then an additional $171.59 has been deducted. Requests for answers have gone ignored. Overall this seems to be a fraudulent organization.
Replied
genealogy software online ste
I purchased a Complete Subscription from My Heritage on November 22, 2017. When I went to use my account, I was informed I could not make any more changes because I had a free data account and had used up my allotted space. I was prompted to upgrade to a paid subscription - which I thought I had done by allowing My Heritage to charge my VISA $189. Upon investigating the problem, I discovered that my $189 had been added to my cousin's account in Norway. My cousin has already paid for a Complete Subscription. My cousin shares the same last name "Saether" and I am an invited member to his site. The purpose of my buying a subscription was so that I could expand on my Tree not my cousin's tree - I cannot do anything on my cousin's account as I am a member only not a manager of his tree. I Have hit a wall of silence with MY Heritage. I have left a dozen messages email and voice mail. It is shabby service if this company shuts down for the entire Thanksgiving holiday Thursday to Monday! The $189 has posted to my VISA and it is now accruing interest. I had to go to another provider in order to do the work on my tree that I had planned to do since Wednesday. I have no correspondence from this company. The attached image is from my account page. The "Go Premium" indicates my account is a free subscription - no money has been added to it.
The complaint has been investigated and resolved to the customer's satisfaction.
I'm sorry to read about your struggle with contacting our support center and I sympathize with your efforts.
DNA research is currently a very popular gift idea and depending on the issue, there Indeed may be a long wait time to get to your request, currently.
Although you have gone through a large amount of time in waiting for a response, we absolutely value your overall satisfaction and I see that on the 26th of November one of our representatives who heard your voicemail request issued you a full refund. Please allow several days for this to process, if you do not see it already.
Indeed, some research tools such as a data subscription require a paid membership. Mainly because It is not possible for us to stay consistent and offer so many record collections along with state of the art research tools without hiring employees.
But one can share an account given the status update from the site manager. There are four possible types of users for any family site:
Webmaster (Site Creator) – this is the person who created the family site and who is the site’s Webmaster (main Site Manager).
Site Manager – this is a family site member, that was promoted by the Webmaster to become a Site Manager to help to manage the family site together with the Webmaster.
Site Members – these are family members and friends that have been invited to the family site, typically with lower privileges but still able to contribute content to the site.
Guests (e.g. the general public) – these are visitors, that are not members or site managers on the family site. Guests are not allowed to add content and the content they are allowed to see is restricted.
Nonetheless, we offer an assembly of separate subscriptions that will fit your research and budget including a free basic membership and a free downloadable Family Tree Builder program. Also, some records in SuperSearch are free (e.g. BillionGraves, Social Security Death Index). Some of our members will purchase a complete subscription that offers all research tools but many of our users prefer to only pay for some features as they don't really use the entire array of tools we offer.
If you have any questions about your refund or membership, please contact me personally at rafael.vipsupport@myheritage.com and I will assist you with the highest priority.
Sincerely Yours
Rafael
Replied
dna kit
We submitted a kit looking for African ancestry about 6 or 7 generations. Imagine our shock when the results came back 27%! My very White, hazel-green eyed husband was "no way". Also, according to the report, he had 7% Jewish and Italian blood! Again, huh? This was so far off anything on his birth certificate, in bibles and other records as to be unbelievable. I tried calling; they were out to dinner (at 11 am). No place to email.
The complaint has been investigated and resolved to the customer's satisfaction.
I'm sorry to read your low star review and to find you are disappointed with your ethnicity estimate.
I sympathize with your efforts in contacting our support center. DNA is currently a very popular and interesting subject and indeed, we currently have a high volume of our members contacting us with questions about their DNA results. Therefore, there is a wait when contacting us via telephone at times, although one may visit our help center to fill out our contact form to message us through e-mail.
In any case, Your question is very important to us and I will do all I can to examine why your Ethnicity Estimate doesn't seem to match your research and give you more precise details on your raw DNA. In order to do this, I am in need of locating and verifying your account with MyHeritage. Unfortunately, I have yet been able to locate your account under the name you provide here on Complaints Board.
Please send me an e-mail from your registered MyHeritage address at rafael.vipsupport@myheritage.com so I may help you as soon as possible, with high priority.
Looking forward to hearing from you.
Rafael
MyHeritage
dna kit not received
Hello
July 31st I ordered two sets of DNA kits. NR6327526043 4029357733IL and NR6327526043 4029357733IL(info from my bank account).
One was to be sent to Finland (duly arrived a couple of weeks later, thank you) and the second to Germany, but it never arrived.
Could you please check what went wrong? I paid 71 euros each with Paypal.
My address is:
May Söderlund
Kölnstr. 43 c
53757 Sankt Augustin
Germany
Many greetings
May
Replied
dna test
I ordered a dna test from this without an account. I then activated my dna test and began waiting on results (that I would check daily for any updates) on the page that comes up after activating the test. Until one day I got on to check and everything disappeared. I tried to re-activate my test but, it would not work. So, I created an account thinking I would be able to activate the dna test through that. Or even just get my results but, the only way was to order another test (which I am not going to do) when I’ve already purchased one... All in all I just want my test results.. I still have my activation code if that matters.
The complaint has been investigated and resolved to the customer's satisfaction.
I will do all I can to help you get your results as soon as possible.
It is important to know that in order to purchase a DNA test kit, one must set up a registered account in the first place. Also, you do not need to re-activate anything if you have already activated your kit.
This seems to be an issue of verification and an easy fix. I will be happy to personally help you track your results.
In order to do so, I need to verify and locate your kit that was activated along with the account you ordered it from. Unfortunately, I have yet to find any information under your screen name (Acexxx) that I see here on complaints board.
Please send me an e-mail to my personal inbox from your registered known e-mail address at rafael.vipsupport@myheritage.com and I will look into this as soon as I can with top priority.
I'll be looking for your e-mail and I'm eager to assist.
Sincerely
Rafael
MyHeritage
About MyHeritage
MyHeritage Customer Reviews Overview
1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary details to create one.
2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.
3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with MyHeritage. Make it specific and clear, such as "Incorrect Billing by MyHeritage" or "MyHeritage DNA Results Delay".
4. Detailing the experience: Provide a detailed account of your experience with MyHeritage. Include key areas such as:
- Account Access Issues: Describe any problems you faced while trying to access or manage your MyHeritage account.
- Subscription and Billing: Mention any discrepancies in billing, unexpected charges, or issues with subscription plans.
- Customer Service: Discuss your interactions with customer service, including response times and the quality of support received.
- Product Quality: If your complaint is about the DNA testing service, the accuracy of results, or family tree features, detail your concerns here.
- Technical Problems: Note any technical issues with the website or mobile app that affected your user experience.
- Privacy Concerns: If you have any worries about how your personal data is handled, mention them.
5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as email correspondence, billing statements, or screenshots. Do not include sensitive personal information that could compromise your privacy.
6. Filling optional fields: Use the 'Claimed Loss' field to quantify any financial losses you've incurred as a result of the issue with MyHeritage. In the 'Desired Outcome' field, clearly state what resolution you are seeking, whether it's a refund, an apology, or another form of redress.
7. Review before submission: Carefully review your complaint or review to ensure that it is clear, accurate, and complete. Check for any spelling or grammatical errors that could detract from the professionalism of your submission.
8. Submission process: After reviewing your complaint, click the 'Submit' button to officially file your complaint on ComplaintsBoard.com.
9. Post-Submission Actions: Keep an eye on your ComplaintsBoard.com account for any responses or updates regarding your complaint. Be prepared to engage in further communication if necessary to resolve your issue with MyHeritage.
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