MyHeritage
reviews and complaints

I entered a trial period from this company. When I tried to cancel it the site refused to recognise me and I was left trawling around trying to find a telephone number. This seemed impossible. I eventually was allowed to cancel, but now I find that the site has withdrawn over £90 from my account. If you are going to set up such a site you must make sure that the cancellation process is clear and in working order. You make the situation bad for other sites which are working honestly and well.

I got this message"

Dear Carolyn Y, ‎

This is just a brief update that your Premium subscription for family site has been successfully extended for one additional year.

You were charged $64.50 + $3.87 tax. The next charge will take place on June 3 2021 for another year.

You can manage your subscription at any time using the My Purchases page.

I never received an email confirming my free trial and now I see that you have now taken money out of my account. On further investigation I found my email address was altered (a mistake I wouldn't have made I have been using the same email address over 10 years) I tired to create an account on the 6th may for a 30 day free trial, it has been 16 days and you have charged my. I don't know if I am more angry or upset. It is my sons birthday in a couple of weeks and if its not bad enough to have a birthday in lock down the money you have taken was to go towards making a child's birthday as special as possible. Please can you help to look into this as quickly as possible and refund the monies taken straight away.

No emails seems to be responded to.
Also the number is saying not available

Thank you.

account ID: [protected]

I could not access any of the pages - nothing worked properly for me so I cancelled within an hour of signing up once I realised it was not working for me. I see that you have now taken money out of my account. Please can you help to look into this as quickly as possible and refund the monies taken straight away.

No emails seems to be responded to.

Thank you.

I have been trying to cancel 2 free subscriptions for about a week, that I don't want but this as been unsuccessful. I only wanted the dna kit- not anything else as they were gifts. It looks like the money as been taken out of my account for a service I don't want.
I cannot afford this and need the money refunded as soon as possible as I am not working at present as my job as been lost due to the Carona Virus Pandemic. Please help

Shockingly, MyHeritage took unauthorized funds needed for my rent, food and medication on March 25th, 2020 during the covid-19 pandemic while I'm sick and isolating at home and have no income. This is appalling behavior. When I contacted them immediately today on March 26th after seeing this unauthorized withdrawal from my bank account, considering I did not knowingly sign up for any type of renewals, they told me they would have someone call me back in 3 business days. This is totally inappropriate and completely mercenary. The money should be refunded immediately with no questions asked, considering this is literally a time of life and death. I have no other funds in my account to pay my rent, but apparently MyHeritage doesn't care if people can't keep a roof over their head or buy medicine and food in the middle of a global pandemic. I want this money returned immediately.

March 23, 2020 at 11:01 Moscow time, 20, 261.50 RUB were debited from my bank card unauthorized. I did not give permission to write off money from the card and did not issue any subscriptions for 2020. I received a notification in the mail that the money was debited. I'm in the hospital and there's such a blow. Customer number [protected].
Refund me in full.

Today I have just checked my bank account. £113 has been taken from my account. I did not sign up for that, I would never agree to that.
I would like a refund please. You have left me short on cash now!
I had no warning no email. It is simply not right that you can just take that much money off someone. I would like to tall to someone about this.

Last evening, just received an invoice for 117.81 EUR (50% off, ha!) for a one year subscription to their website services and the money are already missing. I understood from the start that they have an aggressive marketing strategy, but this is shady!

They simply took money from my account after a one month trial version which started when I bought a (second) DNA kit - I completely forgot about it. But I did not receive any notification that the trial period will end soon, so I could have canceled it.

I did not use the services, nor do I have any use for them in the future. Just arrived home from a ski trip and saw this. The UK phone number they gave me is constantly busy.

I want a full refund, the cancellation of the subscription immediately, and I want the company to delete my bank details.

I purchased a DNA Kit and within 20 minutes found out my dad (who I was purchasing this for his birthday) had one for christmas. I called on the number on the website and was on hold and was 4th in line. 20 minutes later still 4th inline so left message to be called back. No call! now I have a note saying my kit is at my local post office for me to collect. I feel I tried to cancel in a reasonable amount of time and now have an expensive kit I no longer need! I am angry as I tried to contact Myheritage by phone and that is the only option there is...no email or chat!

My name is Maher Barakat Kysoun . i received an email about myheritage and a payment. I ignored the email and have now found that my credit card has been debited 191, 04 USD‬. I have not used this product and do not wish to use it.
There is no reference or customer number and the emailed states a renewal notice. I am requesting a full refund. thank you
copy of email pasted below.

Dear Maher,
This is just a brief update that we've successfully received your payment. We've extended your Data subscription for one year. You were charged US $191.04.

You have continued access to all historical records in SuperSearch, and all Record Matches. We thank you for supporting us and wish you success and pleasure in using MyHeritage to research your family history. The next charge will occur on January 21 2020.
All the best,
MyHeritage team

Maher Barakat Kysoun
myheritage Account number [protected]

Hello,

I got notified that a payment was made from my bank account for annual subscription, but I'm not going to use those benefits, just wanted to take a dna test. Maybe I can get a refund? Coudn't find any email adress, where can I can I send you all information, so I am writing here with hopes, that somebody could help me. I add a payment screeshot and invoice that was send to me. If you need anything more contact me via email justina.[protected]@gmail.com or [protected]@gmail.com (myheritage.com account email)

Regards,
Justina

MyHeritage.com clearly state on their family tree website that the phone line for Customer Service in Ireland is open 24/7. I tried to phone them today and I got a recorded message saying that 'in honour of the holiday we are closed. We will re-open again after the holiday." Today is 8 January 2020. Today is not a holiday in Ireland, it is a normal working day. They should not publicise a feature like 24 hour answering if they are not prepared to implement it. The voicemail did not specify when this imaginary 'holiday' would be over.

I order two kits for DNA and did not received them. I have tried with no success to reach customer service, but it is not the phone.
Please send kits asap or a refund if you can not. Courier does not have info about this number GM [protected] and order [protected]

I strongly urge you to contact me immediately. You were very attentive when trying to get me as a customer, now I demand the service I paid for.

Juan Sánchez Azcona 1531

I ordered a kit from this company on October 16th, it's now December 2nd and I still have yet to receive anything. I checked the tracking order that was provided and it was still in the same location it was almost two months ago. It's not clear if the issue is with the delivery company or myheritage but regardless, this has been a poor customer experience

13 november 2019
client number [protected]
I received payment for the service i didn't want.
I tried to ask for a full refund via Customer Support - but there is no service in polish langauage - so ia m not sure that I've done it right.
It's copy of the payment from my bank account:
BLS*MYHERITAGE_LTD Na kwotę -121.77 EUR
-521, 88 PLN

Odbiorca
BLS*MYHERITAGE_LTD
[protected]
Nadawca
ROR Radka i Iwony
(bank account number) (ALIOR Centrala)
Numer karty
5575 06** **** 4027

Bought kit. Received and tried to register. Said not valid. Lost my money. Do not buy from them. Try CRIgenetic. Sound research. I was very disappointed that they did not try to resolve the issue. I know certain celebrities have endorsed this product, but the reality is there are many complaints against My Heritage. I wish I had done more research before selecting this company. Do your research. Sometimes, the leaser known give you better results. Also be aware, if you are a woman, that your brother's DNA will give your paternal heritage, not yours. Yours only gives your maternal heritage.

I ordered two DNA kits to take advantage of a "sale." I received one and was billed at full price. Oh, well.
Before I received my kit, I got a call from someone telling me all the options I could see with the different levels of membership. I was too busy to listen then, told her so and cut her short. She never called back. I guess it was a "now or never" pitch.
Before I sent for my kit, I entered some data into my tree. My husband is in there twice, although I don't remember entering him twice. Can't figure out how to remove one of the entries. It now appears, I no longer have the option of purchasing the cheapest option - every time I try to add from a match to my tree I am told I have to purchase a membership - the most expensive. Why would I want to pay $200 a year for a system I can't correct or selectively add or change from the "matches?" Since I can only spend a few minutes at a time working on this project (and still don't have my sister or my husband on board) so far, it has been a frustrating experience.