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MyHeritage
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3.1 19 Reviews 501 Complaints
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MyHeritage Complaints 501

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D
5:45 am EDT

MyHeritage Charge on my account

I don't know what this or anything but my cash app account got charged 149 for no reason I never subscribed to anything or made any purchases or nun I jus seen on my account tht this place have charged me, and I see people on here was having the same probelm as me so yeah I will like my money back please and thank you help me please

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F
9:24 am EST

MyHeritage myheritage dna ethnicity estimates

I recently (Dec 2020) submitted 2 samples of dna to my heritage. 1 for me and 1 for my birth mother. The results confirmed a 49.7% match between the two samples ie the two samples were of a mother and a son.
However my mother's dna ethnicity was estimated to be 64% English. I was estimated to have 0% English. How can that be?
Furthermore, My heritage don't even allow me to contact them to discuss these dna estimates because I am not a "premium customer".

Peter UK.

Desired outcome: myheritage should redo the dna ethnicity estimates

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M
12:01 pm EST

MyHeritage Free 14 days trial

after 14 day automaticly year plan was activated.
i dont need premium on my heritage, can i get refunf and hoe?

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I
I
Isabelle MyHeritage Team
US
Jan 19, 2021 5:04 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Dear Mikołaj,

The satisfaction of our members is our top priority and I am sorry to hear that you were charged for something you did not want.

Per your request, I have processed a full refund for your subscription. Please note it may take up to 7 - 10 business days to appear in your account. Additionally, a separate email has been sent to your registered email address with the credit note attached.

If you have any further queries, our friendly support team is always available to assist. You can alternatively reach me directly at isabelle.vipsupport@myheritage.com

Kind regards,
Isabelle, MyHeritage Team

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E
1:18 pm EST

MyHeritage Renewal

My Heritage sent me an email saying I needed to update my credit card info or risk having my account closed. None of their links to update the credit card info work. I've left 3 messages on their voice mail to no avail. I want to keep my account, but this company seems to be really messed up from a customer service perspective. I just want someone to call me and take my updated info over the phone.

Eric Harris
[protected]
[protected]@gmail.com

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I
I
Isabelle MyHeritage Team
US
Jan 16, 2021 4:16 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Hi Eric,

I am sorry to learn of the low star review and to hear you had trouble reaching support. Someone will of course reach out following receipt of your voicemails, though regrettably it may take a few days during this particularly busy period for us. Thank you for your patience and understanding.

We do value the satisfaction of all of our members and I would like to investigate your case personally to ensure a swift resolution, please send me a message to isabelle.vipsupport@myheritage.com and I will be more than happy to help you. Please ensure to send the message from your registered email address so we can assist as soon as possible.

Kind regards,
Isabelle
MyHeritage Team

ComplaintsBoard
J
7:03 am EST
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MyHeritage Charging after cancelled 14 day free trial

Account [protected]

I have had an account since August 2020, which expires in August 2021. I mistakenly took out the 14 day free trial on December 28th 2020, as I had thought my August registration had been for 3 months. Realising I already had a whole year subscription, l cancelled the 14 day free trial today, exactly 14 days after taking it out. However, I see that you have debited my Paypal account for £65.40 today, for a year's subscription, following the free trial. I do NOT need two lots of subscriptions. Please refund the £65.40 taken from me today.
Joy Williamson

Desired outcome: A refund of £65.40

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C
10:30 pm EST

MyHeritage Unable to contact to cancel and get refund!

How can a legitimate company be impossible to call? I have called and called the only number available: 877-432-3135... What? No one can contact this company? The internet is full of complaints about this scam!
Cannot contact this company directly. Their phone number is no good!

I want a refund and a permanent cancellation! Please help!

Desired outcome: REFUND and CANCELLATION

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I
Isabelle MyHeritage Team
US
Jan 11, 2021 4:57 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Dear MyHeritage member,

I am sorry to hear you were charged for a product you didn't intend to purchase. I understand this must be frustrating. Your experience is very important to us and we value the satisfaction of all of our members.

This is why our terms and conditions read that if you are not satisfied with your purchased plan you may request a full refund by contacting Customer Support within thirty (30) days of the initial purchase date of the subscription. Phone support is in fact available at: https://www.myheritage.com/contact or via email at support@myheritage.com

Alternatively, I would be happy to personally assist you with a full refund. Unfortunately I am unable to locate your account using the review, so please contact me through your registered email to isabelle.vipsupport@myheritage.com for further assistance. I look forward to hearing from you.

Kind regards,
Isabelle MyHeritage Team

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E
5:55 am EST
Verified customer This complaint was posted by a verified customer. Learn more

MyHeritage My Heritage

I started to look at My Heritage and there is a 14 day Free Trial I have been charged £56 before the end of the free trial and before I had the opportunity to cancel. There are no email details to contact My Heritage just phone numbers. I have cancelled the next subscription but request a full refund as I had no opportunity to cancel - Account ID: [protected]

Thank you

Desired outcome: Full Refund

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B
8:52 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

MyHeritage Customer help

Spent an hour and 34 minutes waiting to talk to someone this morning only to be cut off after explaining the problem.
Email arrived explaining they'd tried to call: no missed calls on my phone.
Suggested fix was not satisfactory.
account number [protected]
Programming fix needed: direct ancestors after 20 generations not classified

Desired outcome: Direct ancestors 21 gens plus need classification

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9:34 am EST
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

MyHeritage collected my recurring payment ($209) for yearly membership on December 26th. I logged in January 1st and found out my membership was expired. There was nothing of the family tree work and research I had done over the years, and no indication it could be retrieved. I tried calling their customer service line [protected] US), but once I...

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L
2:08 pm EDT

MyHeritage money was taken from my account$94.65

my name is leonard morris my adress is 15 park ave bloomfield ct.06002, i need back my money that was taken from my account, 12/04/20. my number is [protected]

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8:19 am EST
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MyHeritage Software

Kan software niet installeren! Krijg de melding "kan de map niet vinden" . Daarna stopt de installatie

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M
4:20 pm EDT
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MyHeritage No customer service by phone on published 1-800 number

Spent an hour dialling the published my heritage customer support phone number which advised me to check their new customer care contact phone no. By checking back on their website. This led to a circular rabbit hole - website, nothing, phone, nothing etc. Half an hour wasted...

Then tried instant messenger for "help"... The helper chris y6a is either a total jerk or a robot. I asked 3 times for the customer care new phone # & each time was directed by "chris" to a my heritage on-line form to sign up & pay for ongoing monthly tech support.,!

I do not need this, I simply want to speak to a human being at customer support usa. On the never to be found customer care number.

Us this 21st century american customer service or what? After an hour of being driven mad I have totally given up. Susannah

Unbelievable, dreadful customer care...

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K
8:05 am EDT
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MyHeritage Charged for cancelled trial

I signed up for a 14 day free data trial on september 12th 2020. I immediately tried accessing the new features but found they were useless to me so I immediately cancelled the trial to avoid being charged.

I've now found a charge for 107 eur on my card on september 26th. I've contacted through the website but have not received a response. I need a refund immediately.

This has affected my monthly mortgage payment

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12:26 am EDT
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MyHeritage Unwanted service that was cancelled

Your company took $93.98 out of my account for services I cancelled on same day I took the trial membership from you all, I cancelled it that same day to avoid being charged but you took my money anyway. My name John Aldridge ph# [protected] things are hard enough with the pandemic without having a hundred dollars taken from my account transaction on 9/24/2020 location [protected], ut [protected] I hope you put it back into my account as quickly as you took it out and mark it for no more withdraws from my account. Thank you

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Update by John Aldridge
Sep 25, 2020 12:29 am EDT

I think it's just a scam these companies like this one goes and charges people's accounts and then drags their feet to reimburse people and are collecting interest on the money til they do reimburse them ought to be a law against that

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6:58 am EDT
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MyHeritage Site

I purchased My Heritage Complete package yesterday evening. I am extremely disappointed with the results. I am trying to contact them to cancel my subscription and I am unable to get through on the phone. Customer Service state the number has changed and new number is on their site. I am using the number from their site [protected]. (Ireland).

I tried to call another department and was asked to leave a recording with a phone number followed by ? I have no idea what she said.

I have checked for an email address and nothing is listed for them.

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Resolved

I contacted My Heritage
via Facebook. I messaged them and my issue was resolved Immediately. They have cancelled my subscription and refunded my money.

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M
6:07 pm EDT

MyHeritage My Heritage charge

I have just checked my bank account and on 12/09 My heritage have taken £120.

I have not given permission for this payment to be taken. Been recently made redundant and this is a lot of money.

If anybody can suggest how I can get a refund it will be greatly appreciated.

Many thanks

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S
11:04 am EDT
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MyHeritage dna activation kit code number mhd8232u

I returned my dna kit reference as above in june this year, my husbands kit was sent back to you at the same time, he has has several notifications of dna matches since then some of which have been close matches and very helpfull with his family history.

Unfortunately I have had no matches at all, i'm sure that this can't be correct. Mght it be something to do with us both having the same email address? Would you please look into this and advise.

Thankyou

Regards susan pope,
Emal address - [protected]@manx.net

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8:45 pm EDT
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MyHeritage Subscription

Signed up for a 14-day free trial on Aug 7th, 2020, and canceled it the next day or the same day. I never received anything in my email after canceling my trial so I have nothing to back that up but I am 100% always on top of my subscriptions. However, today on August 21st, 14 days later I received a charge on my Paypal for $89 for an annual Data subscription. The last email I received from MyHeritage was on August 8th; no email regarding a impending charge which I think should be something in place to avoid things like this. Now I am $89 poorer despite the pandemic that has seen me jobless! Per MyHeritage Terms and Conditions I am entitled to a refund within 30 days if I am not satisfied with the purchase and I am not satisfied.

I have sent an email to support @ ticket # 477139013.

Please help!

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Update by Brittany Carnley
Aug 22, 2020 2:30 pm EDT

Thank you for timely response! Everything has been resolved.

Resolved

Refund issued quickly, kind response.

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R
9:40 am EDT
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

I have been a customer since 2016 and pay for 2 separate services. I found out this year that these 2 services were combined as a package in 2017 and I was never contacted to give me that discounted package. I have been trying for days now to get someone on the phone to adjust my annual bill. Each time I call I'm on hold for over 20 min they say someone...

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S
11:37 am EDT
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MyHeritage On my account products i didnt use

I didnt order from this company and they charge my account cant find no answer or talk to anyone they keep tell to sign in or log in to my when i use my email address they they doesn't have account with but they charge my bank under blbmyheritageltd.then when sign in cant get to page because my email address not in there computer i dont use but one email address

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About MyHeritage

Screenshot MyHeritage
MyHeritage is a genealogy platform offering users the ability to create family trees, search through historical records, and take DNA tests to explore their ancestry. The service provides tools for discovering, preserving, and sharing family history. Users can also access photo enhancement and colorization features.
How to file a complaint about MyHeritage?

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.
Include information about any transactions you had with the company, steps you've taken to resolve the issue, the company's response, and the personal impact the issue has had on you.

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.

Overview of MyHeritage complaint handling

MyHeritage reviews first appeared on Complaints Board on Jul 23, 2010. The latest review Unauthorised Payment was posted on Nov 1, 2024. The latest complaint Visiting website was resolved on May 22, 2024. MyHeritage has an average consumer rating of 3 stars from 520 reviews. MyHeritage has resolved 261 complaints.
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  1. MyHeritage Contacts

  2. MyHeritage phone numbers
    1800 817 330
    1800 817 330
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    38%
    Confidence score
    Ireland
    1800 731 768
    1800 731 768
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    Australia
    +1 (800) 987-9000
    +1 (800) 987-9000
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    11%
    Confidence score
    USA & Canada
    +44 800 098 8125
    +44 800 098 8125
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    United Kingdom
    +64 800 995 069
    +64 800 995 069
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    New Zealand
    +43 800 802 582
    +43 800 802 582
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    Austria
    +32 80 026 102
    +32 80 026 102
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    Belgium
    +45 80 820 132
    +45 80 820 132
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    Denmark
    +358 800 102 172
    +358 800 102 172
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    100%
    Confidence score
    Finland
    +33 805 080 098
    +33 805 080 098
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    France
    +49 800 589 3922
    +49 800 589 3922
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    Germany
    +31 800 240 0013
    +31 800 240 0013
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    Netherlands
    +47 80 024 741
    +47 80 024 741
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    67%
    Confidence score
    Norway
    +34 900 838 969
    +34 900 838 969
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    100%
    Confidence score
    Spain
    +46 20 889 289
    +46 20 889 289
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    20%
    Confidence score
    Sweden
    +972 180 122 2299
    +972 180 122 2299
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    67%
    Confidence score
    Israel
    +27 800 980 785
    +27 800 980 785
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    100%
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    South Africa
    +55 800 878 2500
    +55 800 878 2500
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    100%
    Confidence score
    Brazil
    More phone numbers
  3. MyHeritage emails
  4. MyHeritage address
    3 Ariel Sharon Street, 4th Floor, Or Yehuda, 60250, Israel
  5. MyHeritage social media
  6. Rachel
    Checked and verified by Rachel This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Nov 03, 2024
MyHeritage Category
MyHeritage is ranked 41 among 45 companies in the Websites category

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