MyHeritage
Reviews and Complaints

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

I have received an invoice from you #[protected] dated 21 June 2021 complete plan for My Heritage in the sum of £ 226 .80 inc. vat.
I did not request this, I did not order this, I did not give you my credit card information, I did not give you authority to use the information on my credit card. I have used My Heritage a long time but have no need to use it again

On March 20, 2021, I was billed $111.19 (USD) for a DNA test kit, analysis, and report. After waiting 2 months, I called the Australia service number for MyHeritage.com . Their service representative confirmed they had my correct address and promised to send me a replacement kit. Their website shows that this replacement kit shipped around May 20. After yet another two months, this kit has not arrived as of June 21, 2021.

My Account # with them is: [protected].

My name is: Randall G. Gibson email: [protected]@aol.com

I can provide a scan of my American Express billing statement which lists this $111.19 charge.

I would like a full refund

My AMEX card was charged $89 on June 3, and I have never done business with this company.

I paid 116 pounds to My heritage last year for a one year My heritage membership. Yesterday My Heritage took 220 pounds and 80 pence out of my credit card account without any prior notification. I am elderly and vulnerable and struggling financially. I have left several messages with My Heritage asking them to refund this money with immediate effect but so far they have not done so. I would like My Heritage to refund to me the 220 pounds and 80 pence they have taken from my credit card account. I no longer wish to continue being a My Heritage member. I cannot afford it. I think it is atrocious that they take this large amount of money from my credit card account without prior notification and without my consent.

20th May 2021

After a year of using My Heritage I was deducted a fee of £96.50 from my bank account without authorisation. I had no warning prior to this happening, I even had no email to say in fact they had deducted this from me. This leaves me in a very sticky situation as I am in fact a child, wanting to complete this family tree for my parents and now, because this money has been taken, I cannot afford my bus fair to school. I've tried to phone them up on two occasions, the first time I was assured the financial department would contact me. They haven't yet. The second time, I didn't even get to speak to somebody, I just had to leave a voicemail.

I would like a refund issued as quickly as possible because of what was mentioned above.

Account ID Number - [protected]

Email - [protected]@outlook.com

There is a significant bug with MyHeritage Family Tree online. When you choose to "Confirm Match" with a record, the record's "Page/URL" will not be saved in the person's "Source Citation" profile. All other information is saved properly, to include the "Citation Text". This functionality had worked perfectly for more than 2 years of almost constant use in my research.

Many of us pay for this site to conduct our research due to its access to referenceable records which helps our ability to quickly find these records again in the future, without having to search again for the referenced material.

I have corresponded multiple times with MyHeritage since February 3rd, 2021, informing them in detail of the bug. This problem first began on either 27 or 28 January 2021, and as of today, 21 May 2021, it is still broken. While MyHeritage has offered to give me account credit to accommodate the inconvenience, it has been over 3 months and nothing appears to have been done.

I would like to know if anyone else is having this problem. I would like it fixed as it is most likely a simple code error in the webpage's POST operation. Please give this bug your attention.

For reference, here is the MyHeritage Support ticket #[protected] . Below is the detail I sent to MyHeritage on Feb 3rd in response to their request. Thank you.

==========================
Hello. I've been having a significant recurring problem without fail for the past 6 days (just noticed it yesterday).

All records posted by me prior to 27 Jan 2021, appear to be posted correctly.
I posted no records on 27 Jan 2021.
All records posted by me on 28 Jan 2021 (or after) are missing the Page/URL information as described below. Whenever I add a record, through the automated MyHeritage process (not manually), all of the relevant information from the record is not Posted completely by the process (see example below). Note that I edited many of the errant records manually last night to add the proper information before I forget where the records came from.

The below example was performed by me a few minutes ago and the problem still persists. Please help as this needs to be fixed. Thanks and let me know if you need any additional information...Michael

Example screen shots below for the posting of Birth Record for "Elsie Mae Smyth":
1) A record match is posted to the profile by me via the automated "Confirm Match" button.
2) The "Source" and "Citation Text" information are posted in the "Source Citation" profile section correctly in all three profiles (Elsie, her Father, and her Mother).
3) The "Page/URL" information is NOT posted in the "Source Citation" profile section in any of the three profiles (Elsie, her Father, or her Mother).
4) Note that I am able to manually post the URL information in the "Page/URL" section (copy/paste) to correct it so I don't believe this is a browser error (I use Chrome).

Michael A. Sanders

In April 2018, MyHeritage offered the Complete Plan at 50% off with a Price Lock Guarantee which says I would always get that discount as long as I maintained my subscription. I renewed my plan in 2019 at the 50%. I tried renewing my plan in 2020 and MyHeritage told me they wouldn't honor the discount. After a few weeks of Emails and escalating to the VIP desk, the agent offered their "best deal" rather than honoring the discount. I was promised the Complete Plan at a stated price; my subscription was renewed as Premium Plus, not Complete. I contacted the Help Desk on 3 May 21 and have received no response.
Attached are EM's with the original guarantee and my recent EM.

Hi, I started a free trial with Myheritage, I was asked to leave payment details for when the trial period ended which I did through PayPal. After a week I decided that I didn't want to continue so I cancelled my trial and what I thought was my subscription. They took £113.40 via PayPal account. When I asked for a refund, they said that my account with them was active, but that they would cancel the subscription, they couldn't refund my money, but gave me a £25 gift card, which I don't want. I have found out since that they have a 30 day refund policy. I shall be contacting them again about this. I don't hold out much hope.
They appear to have branches all over the world, my money went to Myheritage US I live in the UK, may be that has something to do with it?

I took their 14 day free trial they took 107.40 from my credit card before the 14 days was up. They asked for my account number I gave it to them they say I have not account. No account but they took $107.40 from my credit card.
They now tell me to contact google because google collects the money.
This is such a scam to take money for service they don't give.
Please think before you join my hertiage it is such a money hungry scam go to ancestry.com for history and dna.

I want a full refund of the subscription fees you have charged me in my credit card account. I did not authorized you to deduct any fees from my credit card. I did not even revealed my credit card in your app. This is a very confidential and personal info. How could you get something from a private individual without even notifying. I want my money back. I even uninstall your app. In my phone.

On the 20th April I was charged £113.40 on my credit card. I didn't authorise this transaction and I received no communication that I was going to be charged. The transaction code on my bill is [protected].
I would like a refund and I hope this can be sorted. My email address is [protected]@hotmail.com.
I look forward to hearing from you on this matter.
Karen Finn

An amount of £99 was taken from my Halifax bank account NO.[protected] on 09/04/21 description BLS*MYH_WORLDVITAL CD ) 0363. I would like this cancelled and the money refunded please.
I did not authorise this money to be taken from my account and would like it to be returned as soon as possible.

Thankyou Robert Haydock.
[protected]@btinternet.com

I had bought 2 DNA kits: Order placed December 1, 2020 - DNA Shipped December 4, 2020 - DNA Kit activated Jan 8, 2021. So far no DNA sample received at the Lab - And no DNA Extraction in Progress. I sent the sample to the US January 9th 2021. Still we are waiting. Maybe it has been lost in the post I don't know. Our respective Kit Numbers were Wendy Jones MHK27MA2

My Husband Antonius Mesman Kit number were MHDA7762. I am desperate to get the results as my husband has inoperable cancer and he so wanted to know the results. His Grandson got his results with 4 weeks this is now 4 months.

one month ago i've tried myheritage for one day, and before log out i've cancelled free trial, now after a month i checked my paypal transaction and i noticed that they've took 120€ on 17th march!they can easily see that since march 3 i've never login in their site since they send an email every time you log in, i was convinced that they've canceled the free trial, now i read that they refund policy is only of 30 days, but i never utilized their service and never had any intent, i want my refund immediately please it was your error, since i've cancelled this free trial isn't my fault that their site don't work properly, and i hadn't noticed in my email cause it's my work email and i receive a lot of messages everyday