MyHeritage
reviews and complaints

Dear Sir/Madam,
a couple of weeks ago I ordered a MYHeritage DNA kit for my wife. Delivery was speedy, activating the kit and taking the DNA sample without problems. And off it went to your lab in Texas. The results took a while to come, but now they have arrived.
The outcome, however, has left my wife thoroughly confused. And I for myself think that this ethnicity distribution asks for an explanation. Why? Well, let me explain:
1. My wife has a twin sister who, too, has had her DNA tested. Her DNA results show the following:
78% Welsh
12% English and North Western European
7% Scottish
3% Eastern European & Russian

2. My wife's results as extracted from her DNA sample by your lab show the following:
81, 3% Irish, Scottish and Welsh
8, 5% Eastern Euopean
5, 7% Finnish
2, 6% Scandinavian
1, 9% English

These are some quite significant discrepancies, to say the least.

3. Moreover, my wife's great grandfather originally came from Split, in today‘s Croatia. He emigrated to Britain, where he married.
Logically (Biologically) one would assume that there should be at least traces of his Southern European origin to be found in the twin sisters‘ DNA.
My wife and her twin sister would appreciate it, if you could shed some light on these rather strange findings because presently they are close to believing that this whole DNA business is a scam.
Yours sincerly,
Guenther Ihrenberger

Hannes Fuchs
Account number: 1525975312

Hi,
I bought a premium account last year and have been editing photos all year.
Since three days my account is not accessible anymore and a new one is opened, but that was not me.
Please could you unlock my premium account again,
yours sincerely
Hannes Fuchs

Hi wanted a month free on my heritage so added all my information about 10 days after this they took £78.99 from my bank without notification emailed and phoned was told they were going to refund but still haven't recieved they are a deceitful company asked for the phone number as I could contact billing myself told there wasn't one I find this ridiculous quick enough to take money when u ask for it back they tell u what u want to hear they can't even explain why money was taken in first place I'm the only one contacting them after doing so they send an email with a ticket number and then I'm forgotten about never came across such a terrible company and there meant to be so helpful they are not I have all the emails with ticket numbers plus proof I've sent what they asked for which was proof from bank showing money taken

On 8/12/21 $299.00 was taken from my account without my knowledge or consent. This is a large amount of money for someone living on social security. I need that money desperately. Please, how do I get my money back? I don't even know how they got into my account. I have never purchased anything from them. Is there any hope at all? I have been succinct and to the point but now am rambling because I was told my complaint was too short!
Linda Jacobson
125 Horse Creek Trail
Middlesex, NC 27557
USA

I was contacted by this business last year and I agreed to make one, single payment, but I did not agree to a recurring annual financial charge and I would like to have this recurring charge discontinued, permanently, please.

I maintained a premium subscription with MyHeritage from at least [protected], then reverted to a basic (unpaid) membership on completion of my genealogical research. In June 2021, , I renewed my premium ("complete") subscription and found to my dismay that my family site was dysfunctional in that it prevents me from exercising my right, as the suite manager, to add, edit and remove site content. Specifically, I have been unable to:
1. Edit the 9 existing "news articles" and their multiple attachments that I had written and posted on my family site from [protected], to describe and document my research, or to create new articles, even though these options remain displayed on the site.
2. Add descriptive text to the the photo albums I had created on my family site (also a displayed option)..
3. Rearrange photos in a logical order on the site.
I repeatedly contacted MyHeritrage Support, to no avail. I then asked for the name and e-mail of a senior executive; without receiving a response.

I had a subscription with My Heritage for 1 year ( account ID [protected]), I believed I had stopped the renewal. I did NOT receive any pre warning emails that the renewal date was approaching, I did not receive an email to say a payment was going to be taken and I DEFINITELY did not expect £166.80 to the taken from my account on 17th August 2021.
I think this method of billing is immoral. Everyone should be told in advance that a company is about to remove money from your account, it gives you time to plan what it is you wish to do. I feel you do this so people don't cancel and you can rip them off.
Then you charge separately for data! Now asking for more money so I can see records - even after taking an extortionate amount of money from me when I hardly need to use the system as I have already built my site as far as I need.

Wat do u think u are doing taking g money out of my acount with no authority

July 28 2021
Your charges for $322.92 on 7/23/2021 ref# 7697 was not approved by me. I do not know what product you are selling that cost $322.92 So if I do not what I am paying for. PLEASES A refund also how you got this card number
THANK YOU
As shown there is no address or product name. So I cannot give you the info that you ask for. I tried www.blsmyheritage.com it said I was not a member
REPETE HELP

This website charges a pretty penny for a subscription. They billed me when I didn't expect it. I only wanted to do a trial and forgot about cancelling before being charged.

I accepted my fate, as it was my fault in the end, I should have paid attention.

What is unethical is that they DELAY the information coming to the subscriber, only releasing a certain amount at a time, forcing the subscriber to pay more money in the future to gather the rest of the information as it slows down their research.

Extremely unethical, and I want my money back.

Emails for refunds go unanswered. £194.99 taken from my bank account now leaving me in financial hardship.
I paid for a year subscription and then cancelled it before the next year was due. But they have taken another year subscription out again and the cost is more than the previous year.
I need this money to live on after losing my job recently.

I have been unable to contact My Heritage to cancel my subscription which is due for renewal on the 13th. I now find that I have had the monies deducted from my bank to the tune of £166 two days early and on a Sunday to exacerbate the situation as there is no one to answer the phone. I am left deeply frustrated and wondering if the Sunday withdrawal is a direct ploy. It leaves me in some financial difficulty which, with the pandemic I could well do without.

On the 30 June 2021, My Heritage made an unauthorised debit to my account for a 12 month subscription. I never received any kind of notification that my subscription was coming to an end just a debit to my account of almost $130.00 more than I paid for the previous years subscription! I would have appreciated being given the opportunity to choose whether not not I wished to renew my subscription. If I had been asked whether I wanted to renew my subscription I may have said yes but there is no way I will deal with My Heritage again. I want a refund of my money but my have emails to My Heritage go unanswered. - Kerrie

I have been billed today after a free trial, i have been in hospital after an attempt to take my own life and didn't cancel in time. I have cancelled my subscription and requested support on refunding the amount taken. I have tried to contact through the website, sent mutiple emails, and have just tried to call them only to be held in a cue for over half an hour in position 1, then hung up on. I cannot afford to lose this amount of money. My free trial ended today and i have tried to contact them within an hour of noticing the charge. I'm struggling at the moment. Please help me.
Grant balcombe. [protected]

I paid nearly 200 dollars for a wife's DNA test and color enhancing photo feature, out of nowhere my bank was billed for 299 dollars, a huge amount for essentially nothing. Annual renewal? There was no notification this would be billed, and it was a long time ago I started with them. The company has no phone number that works from my cell phone, they say only a landline phone number will work... This is a scam for money!

Estoy tratando de contactar con ustedes porque han renovado la subscripción automáticamente sin mi consentimiento y no tengo forma de que lo anulen y me reembolsen el dinero.

He llamado al número de teléfono indicado y después de 30 minutos esperando, se ha cortado la comunicación.

También he abierto una incidencia en la página webs y no se han puesto aún en contacto conmigo

Hello, on April 6, 2021 I asked for help concerning my Complete Subscription on the wrong Web Site. On April 13, 2021 I received the following support ticket #[protected] that I answered indicating the problem. On April 16, 2021 I received the response to my email where I was told being forwarded to the relevant department. On May 25, 2021 the MH Billing Department wrote to be able to move the subscription to the correct Web Site asking to confirm the correct Web Site which I confirmed immediately offering, in the meantime, one month of free access. Since then never heard again of MH Billing department. Did send another three emails asking for support in this case - no reply. Last sent email was on June 21, 2021 - no reply.

I am hoping this will be resolved, otherwise I will have no second chance to correct huge problem caused by MyHeritage.

On 25 June 2021 I was billed 175 dollars automatically by MyHeritage for service that I have never subscribed for. This service was provided "complimentary" to me after ordering two DNA kits for my parents.

Immediately after noticing deduction from my bank account I called MyHeritage support for clarification and cancellation of this deduction. Customer support person cancelled my subscription, however in error cancelled DNA kits from my parents as well. Their DNA kits are in the mail on the way to Houston.

After contacting support again to rectify this error I was told that DNA kits (for which I provided serial numbers and names of testees) cannot be re-entered into the system due to "administrative glitch". MyHeritage offered to send me the new kits.

In the meanwhile my parents died, and I have no option to re-take their DNA's any more. Perfectly good kits containing my parents DNA in vials are on the way to Houston for analysis and deleting those kits in electronic system didn't destroyed the vials that are in the mailing system. These vials can still be re-linked with my account, charged if needed again (as money in this situation is not a subject) and processed as normal.

I feel that refusal to help me after rejecting to buy MyHeritage subscription is form of retaliation, it is unfair, unethical and illegal form of extortion and I expect MyHeritage to make a little step to help a lot in this instance.

I am very bitter after learning this and ready to take legal action against MyHeritage for this unprecedented extortion and blackmailing attempt.

Ned, New Zealand

MyHeritage DNA kit (Ref#429868)

I recently renewed my "Complete" MyHeritage account.
The advertised price on the website was $74.75 as I had received a special deal.
I entered my creditcard details and it was accepted.
When I received my emailed receipt - I was charged as You were charged "$74.75 + $12.71 VAT"
There was NO FOREWARNING that I was to be charged a VAT of $12.71.
This is the 2nd time that MyHeritage has behaved unethically - helping themselves to my creditcard.
The first was several months ago when they scooped in a took $300 with no warning - a subscription renewal. I noticed this time that their clients are FORCED to accept the fact that renewal is automatic. It took me a month to get reimbursed and only after I spent an hour on the phone and spoke with at least a half dozen people.

Now - I took their offer and they screwed me again: stealing $12.71 that was not advertised in advance.

This is unethical to take money without giving prior notice.
They are guilty on two charges now.

I think that these people should rethink their ethical commitments to their clients and be honest and up front about their business practices.

Dan