MyHeritage
Reviews and Complaints

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.

I have just been charged for a My Heritage subscription which I had cancelled. The amount I was charged does not correlate with any pricing on the website. However, My Heritage have a 30 day refund policy. I have called, messaged and emailed numerous times over the last week since I was charged, and I have not received any response. It is impossible to contact anyone, and I am getting very very angry. I continually receive emails from My Heritage, but no one is responding to my requests to be contacted.
I don't even know what subscription I have, but my number is apparently

Your account ID: [protected]

I really need your help. Yesterday my card was charged $ 280 by MyHeritage. I don't even have a personal account, I didn't tie a card, and I don't understand at all what kind of write-off it is. I really ask for your help and figure it out. Refund funds.

I'm sad that my money was debited, and I don't even have a personal account. I beg you to sort it out, contact me and return the money ASAP

My mail is anna.[protected]@gmail.com

jag har inte godkänt att ni kan draga pengar från mitt konto
2021-11-08 drog ni 3649kr utan min tillåtelse hur kan man göra detta ?

Today December 9th I get an alert from my bank telling me a large sum has been deducted. I just paid for some paint from a lady I know and that was still pending and I buy from her all the time yet this company was able to swoop in take $129 and they still have it they still have that money . They have not refunded it or anything. Even after approving I did not have an account with them over the phone, they have to investigate IP addresses etc. and when they were on the phone with me and they asked me information they said well it looks like you don't have an account with us . if I don't have an account with y'all then that should be reason enough to give me my money back right now I have to fill out a dispute with my bank.

I have noticed that you took £5.60 out of my account on November 1st.

Before I go further, I am contacting my bank and reversing this charge. MyHeritage sold me a product that I paid for and when I called to inquire about this product, and why it does not show in my profile, the answering system says phone support is only for paid subscriptions only and refers you to the online support which does not answer my question at all. I had to go to a random question, say it was not helpful to even get the phone number or to send an email (get a ticket). I called Sales and left a message thinking they could explain what they sold to me and I called the number listed in my bank account and it lead me to MyHeritage Cancellations. Well, since I can't cancel a free subscription, and I can't get phone support via customer service (and I am technically a customer because I paid for a service) I am filing this complaint. I simply wanted someone to explain the $30.67 withdrawn from my bank account on November 30th. Since, according to MyHeritage, I am not a paid subscriber.

I signed up for a years subscription with MyHeritage this was due to end in November this year, I now find that they have automatically taken a second years subscription of £136.08 they emailed me to inform me that they were going to renew it so I went to their site immediately and told them I did not want to renew, I had no idea they had put an auto renew on my account and now they are refusing to give me the money back. What do I do now?

MyHeritage charged my Paypal account $299.00 out of the blue. I received no invoice, bill, or email communication stating that I would be charged. Additionally, I have no idea what this charge provides. I've filed a complaint with Paypal and I suggest no one subscribe to this service.

i check my account this heritage company took $96.90 dollars from my account with out or how they did..i have just a email.from them thanking them from making a heritage free account i never ask for...Hi Javier,

This is a courtesy reminder of the free family site that we created for you.

Kind regards,
The MyHeritage Team

----- Original message -----
From: "MyHeritage"
To: [protected]@outlook.com
Subject: Javier Rosario, we created a free family tree for you

On 11/23/21 I purchased a site premium plan for $75.65 invoice id [protected]. On 11/28/21 I was charged twice for an additional $129 billing agreement id B-570523896D8895035 and B-6GC83461VH582140X I am assuming for the premium site plan and then the data plan. All three charges are from my Paypal account. MyHeritage id is [protected], my name is Tammy Covlasky. My Paypal account email is [protected]@outlook.com. After speaking with customer support last night, I am now in agreement that I need the data plan, however, I need to have the extra $129 charge refund immediately. I have been charged a total of $333.65. Also, under my purchases it doesn't indicate what has been charged only that I have 2 subscriptions; a site plan and a data plan. This needs to be resolved in a very timely manner or I will be cancelling and demanding a full refund for the entire amount and lose my family tree that I have been working so hard on. Please do the right thing and refund the extra $129. I agree only to pay the $75.65 +$129 for a total of $204.65.

Since I did not get an explanation from MyHeritage for the misappropriation of my money for over three months, I will be forced to post the following warnings on social networks:

I caution MyHeritage users not to make subscription payments through the banking procedure provided by the MyHeritage website. I made this payment to MyHeritage three months ago, as confirmed by my bank's vetting process. My requests submitted to the portal do not work, my tree was blocked claiming they had not received the payment, so a sum of US $ 145 was stolen from me.

Bohdan Wasilewski

From: b.[protected]@ips.pl
Sent: Monday, November 1, 2021 6:19 PM
To: '[protected]@myheritage.com'
Cc: 'Anita Wasilewska'
Subject: RE: MyHeritage Support #[protected]: Bohdan Wasilewski on payments
Importance: High

Mrs Isabelle,
MyHeritage

For about three months now, you have cleared up the misappropriation of my money, which I transferred through the bank according to your instructions. Both me and my family members suffered a significant loss due to the long, unjustified blockade of the use of the common family tree.
I am submitting a formal application for explanatory banking proceedings. Should MyHeritage continue to fail to respond, we will, as numerous family members, warn on online forums that there is a risk of money forfeiture when making a payment to MyHeritage.

Regards,

Bohdan Wasilewski

From: b.[protected]@ips.pl
Sent: Saturday, October 16, 2021 8:57 PM
To: '[protected]@myheritage.com'
Subject: RE: MyHeritage Support #[protected]: Bohdan Wasilewski on payments

Dear Isabelle,
MyHeritage

Is there still no feedback from Bluesnap or can I ask again if I should also
intervene through my bank?

Regards,

Bohdan Wasilewski

From: MyHeritage
Sent: Monday, October 11, 2021 11:34 AM
To: b.[protected]@ips.pl
Subject: MyHeritage Support #[protected]: Bohdan Wasilewski on payments

15dbd72d144945569bbb33e7cf8a69ag
---Please reply above this line---

Isabelle (MyHeritage)
October 11, 2021 12:34 PM (UTC+03:00)

Dear Bodhan,

Thank you for contacting us. My name is Isabelle from the billing department, and I'd be happy to assist you.

I understand you have made a bank transfer but it has never arrived to us.

I appreciate you sending the documents above. I have contacted Bluesnap, our payment processor and am waiting for their reply.

As soon as I know more, hopefully in the coming days, I will let you know.

Kind regards,
Isabelle
MyHeritage Support Team

Eduardo (MyHeritage)
October 1, 2021 12:14 AM (UTC+03:00)

Dear Bohdan,

Thank you for taking the time to reply to my email.

I value your time invested on this process, we will be more than glad to follow up on this and to do so, I will be escalating your ticket. From now on this process will be best handled by a team member who is specialized in this area, so I'm forwarding your request to the relevant department. A representative from that department will be in touch with you in the coming days.

In the meantime, remember that you can enjoy of the subscription on the account since I have provided a 1 month subscription. I apologize in advance for any inconvenience this may cause.

Thank you for your patience. Your satisfaction is important to us, and we'll do our best to resolve this as soon as possible.

Kind regards,
Eduardo
MyHeritage Support Team

Bohdan
September 30, 2021 5:07 PM (UTC+03:00)

Dear Eduardo,

As you suggested, I contacted my BNP PARIBAS bank and confirmed that the transfer was made and sought at the destination bank. Please find attached the confirmation of the successful transfer, received from the bank and the confirmation of the deduction of the transfer amount from my account.
As MyHeritage did not receive the transfer, it seems that BLUESNAP INC, who brokers the transaction, stopped it.
A request to check the transfer details to clarify the situation. Should this be impossible, BNP PARIBAS will initiate an interbank transfer complaint.

Regards,

Bohdan Wasilewski

From: MyHeritage
Sent: Tuesday, September 28, 2021 6:17 AM
To: b.[protected]@ips.pl
Subject: MyHeritage Support #[protected]: Bohdan Wasilewski on payments

Eduardo (MyHeritage)
September 28, 2021 7:17 AM (UTC+03:00)

Dear Bohdan,

Thank you for contacting us. My name is Eduardo, and I'd be happy to assist you.

I am really sorry that this happened and I'll do my best to clarify the situation.

I understand that you are wondering why you didn't receive a notification that the payment didn't hit My Heritage for the subscription that was active on the account. Upon checking your account details, I noticed that back on 07/28/2021 an email with the subject Update Your Payment Details On The My Heritage Website, was sent to you as an advise that the payment for the subscription didn't go through and since there was no update of the information this was the reason the subscription was dropped off automatically. I understand that you meant to continue with the subscription and the payment was done and As compensation for this misunderstanding, I've added a free Complete subscription of 1 month to your account. Remember that the Complete subscription is a combination of a Data subscription and a PremiumPlus site subscription. It will allow you to add an unlimited number of individuals to your family website, use tools such as Smart Matches and Instant Discoveries, and access all the featured tools (shared ethnicities, ancestral surnames, family trees) when researching your DNA matches. It will also give you full access to our SuperSearch genealogy search engine, which contains billions of records from thousands of collections. With this subscription, you will also be able to use Record Matches and Record Detective and add family tree profiles to your tree from historical records.

If you would like to continue with the membership, I would suggest to get in touch with your bank and confirm what is the status of the Bank Transfer because it appears that this didn't go through on our end.

If there is anything else I can assist you with, please don't hesitate to contact me again.

Kind regards,
Eduardo
MyHeritage Support Team

Bohdan
September 27, 2021 5:26 PM (UTC+03:00)

Bohdan Wasilewski on payments

Dear Sirs,

Please explain why I did not receive the confirmation of receipt of my payment on 07/29/2021 by bank transfer
according to your order number [protected], and why my website ID [protected] was blocked.

Kind regards,

Bohdan Wasilewski

I have tried to transfer ownership of my Mother's DNA profile over to her and followed the instructions sent by Estuardo of My Heritage, not once but TWICE, still saying he has not received the emails sent from me and that my sent email was from my MOTHER's account?! I have now sent this third email for the exact same instruction from MY email address. Support Tickets #[protected] and #[protected] refer.

I received an email from MyHeritage.com informing that £226.80 was taken from my paypal account.

I am incredibly annoyed that I was not informed prior to taking the money from my account, as I was not aware that my subscription was still active.

I immediately cancelled the subscription and sent an email to MyHeritage.com to complain that I did not want the subscription and I wanted a full refund.

Just had a phonecall that said that they couldnt refund as I had not cancelled the subscription in time. This is *really* bad business practise and I refuse to ever use myheritage again

Sent email complaint on 10/29/21 after PayPal account automatically charged for subscription. I only used the service a few times during the one-month trial and it seems that the one-month period is not yet complete as of 10/29/21. Email support # [protected], name Robert G. Burns, MC ending in 9334. Please refund the $96.57 immediately. I did not know anything was charged until PayPal notified me on 10/29/21 by email and was shocked that I was not notified in advance that my trial period was coming to an end.