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3.1 19 Reviews 501 Complaints
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MyHeritage Complaints 501

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7:33 am EDT
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MyHeritage charge my account with my authorization

My acc. # [protected]. I have premium plus. Why do I have to pay for records and smart matches. Someone from my heritage tried to charge my account with out my permission. Had you charged my acc. I would of had the attorney general in on this for grand thief. Why I have to pay for record and smart matches? Never had to before. With this kind of service. May be it's time to cancel service?

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12:22 pm EDT
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MyHeritage subscription cancellation

In August 2017 I had an unsolicited phone call offering me a year's subscription at a reduced rate. As I was recovering from surgery at the time I thought it would be useful to have access to the site to research my family tree.

At no time was I told it would renew automatically. I only found out when I trawled through the lengthy terms and conditions.I decided to cancel the automatic renewal online as directed but the screen turned grey each time I attempted the cancellation.
I decided to ring the phone number given on 'contact us' only to be told that 'This number is out of service'.

On checking our credit card bill my husband found that a renewal payment had gone out.
At no time was I sent information saying the money would be taken nor have I had information to say my subscription has been renewed.

How can I et my money refunded and stop this happening again?

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Update by Rosie Hunter
Sep 07, 2018 2:14 pm EDT

Situation has now been satisfactorily resolved.
Thank you for your concern

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11:46 am EDT
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MyHeritage unauthorized credit card charges

I did not authorize any purchase from this company. I started to order a fermentation crock but backed out before confirming the order. Although this seems far-fetched from the purported business of this company, I did not order/back out order from any other website on August 27, 2018 when the charge appeared on my bank statement from Debit Purchase - Visa 08/26 card 7885
Bls*myheritagelt877-4323135 Ut. Calling this number results in a busy signal. Other reports suggest the number is not legitimate. I would like the money refunded to me.

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8:53 pm EDT
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MyHeritage unauthorized charge to my checking account (08/20/2018)

Within the past week, I have had an unauthorized charge to my checking account in the amount of $74.99. Not only did I not authorize this charge, I know nothing about this company other than that it is obviously a scam.

A "person" calling himself "Rafael" has replied to numerous complaints with a form letter saying MyHeritage always tells a customer about their charges, etc., but that they are want everyone to be happy they have been charged various amounts to their charge cards, debit cards, and so on. It is stated that he needs more information to settle the complaint. Well, they had enough information to make the charge so I have no intent to give them more personal information.

I have never used this company, had never heard of it, and certainly did not authorize this charge to my checking account. It is quite obvious, also, that someone used my debit card information to make this charge. I expect a full refund of $74.99 immediately.

Betty C. Hazelton

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12:41 pm EDT

MyHeritage unauthorized card charge

I notice that this company BLS*MYHERITAGELTD took $119.40 out of my account ending 5749! on 07/11/2018 why? I didn't authorized this at all, please refund my money back, before I go to my bank and find out what I could. I remember looking in the web site for heritaged information . There is a phone number listed [protected] but it is not a valid number, thank you very much.
Sincerely: Richard Teruel
Phone #[protected]
email [protected]@aol.com

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Hugo MyHeritage Team
Hugo MyHeritage Team
IE
Aug 22, 2018 10:42 am EDT

Dear Richard,

I am sorry to read you low star review.

I can see you received an email on the 16th of Jun 2018. The email you received is a brief update about your 14-day free trial for an annual data subscription has started. It also states in the email at the end of the trial period; you will be charged U$119.40 for one year of access.

MyHeritage informs all of the annual charge and its price on the automatic e-mail that is sent out after you sign up on our site in the membership and after every renewal. Also, one may view the status or cancel an annual subscription at any time when logging in to MyHeritage from the My Purchases page and incur no yearly charge.

We value the satisfaction of all of our members, and we are a refund friendly company. That said, I would like to confirm that a refund has been successfully issued for your MyHeritage Data Subscription, for the amount of U$ 119.40 (plus VAT).

Your subscription has been canceled.

It may take up to 7 business days to appear in your account.

Please send me a message from your registered e-mail address at hugo.vipsupport@myheritage.com if you have any further question.

Kind Regards
Hugo, MyHeritage Team

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7:27 am EDT
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MyHeritage subscription

Hi my name is Hannah May Beswick account [protected]. I never even used the site and got and invoice for over £50 plus vat that I didn't subscribe to. I haven't used their services and they haven't got anyone to talk to to get my money refunded. I'm a mum of three in the 6 weeks holidays and that's my money I live on I'm absolutely devastated it's left me without even £10 to live on I literally am sobbing as I write this. I haven't used their service at all. I have np information gained just a bill and the fact that I never even used the trial 😢.

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Update by Hannahmaybeswick
Aug 15, 2018 9:50 am EDT

Thank you for contacting us. My name is Christine, and I would be delighted to assist.

Since the payment was taken today, I cannot refund you until tomorrow. Please also be advised that after it has been refunded, there is a ten working day wait until it should be received by you. This is due to technical issues with banking providers and put in place to ensure that we can process the refund correctly.

I will leave your ticket open, and let you know as soon as I refund the amount tomorrow.

I hope that clarifies. Please let me know if you have any further questions.

Above is your reply.

Your having difficulties? Can you clarify for people wanting to subscribe. I don't use the subscription and cancelled but you charged me £60 more than I thought. You need to make people aware of difficulties before they trust you as a company with card details. Please Please STAY FAR AWAY from this company. They refund you after a ten days and it happens all the time from how they are. Don't take a chance.

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1:12 am EDT
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MyHeritage unauthorised payment

I started one of their 14 day free trials. Once I realised they did not have the information I was looking for I cancelled the trial and closed the account. Despite this they took a payment of £59.99 via paypal on 23 July.

This payment would have made me overdrawn at the bank and they refused payment. This has now involved me in bank charges for an unpaid direct debit and caused problems with my Paypal account.

You need an account number to speak to them either online or by phone. I do not have this as I closed the account

I see they have quite a reputation for doing this.

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8:09 am EDT

MyHeritage my heritage charging a dna kit that I didn't want or need!

Money was taken with out my permission and now I read that you are ripping people off. I just want my money back. I didn't authorise any direct debit and I have no need for a test as I can not have kids. Absolutely shocking that there is no way to speak to a real person to sort this out. I have called my bank to ask them to halt the payment as soon as possible

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Update by Robert Melvin
Jul 22, 2018 8:23 am EDT

Money was taken with out my permission and now I read that you are ripping people off. I just want my money back. I didn't authorise any direct debit and I have no need for a test as I can not have kids. Absolutely shocking that there is no way to speak to a real person to sort this out. I have called my bank to ask them to halt the payment as soon as possible. I have also just had a perusal of others' feedback about these people and I am genuine shocked that's this can still happen in this day and age! I don't need a dna cause I know exactly who I am, and where I came from! If you are so great at gathering info on people, then you will know that I am not a person to trifle with because I am like the tide and sub-rise/set. I will keep on appearing daily, monotonously and badger and harry until the right thing is done! You can take that statement to the bank for sure!

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Johnny MyHeritage Team
IE
Jul 24, 2018 3:55 pm EDT
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Dear Robert,

I would really like to investigate why you were charged. I will do all I can to help you receive a refund.

In order to issue you a refund, I'm going to need to find your account. Please e-mail me directly from your registered e-mail address or account ID number at john.vipsupport@myheritage.com so I may help you with this as soon as possible.

Yours Sincerely,
John
MyHeritage Team

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2:08 pm EDT
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This review was chosen algorithmically as the most valued customer feedback.

This company for some reason charged my account $159.20 without my authorization. I tried to call the number listed it was always busy 877 432-3135 but it was always busy...I believe this is a rip off...and have contacted Discover card to reverse the charges, I have read through various website sites that this company tends to make unauthorized charges.

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3:02 am EDT
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MyHeritage unauthorized bank account charge

In 2017, I bought a subscription on your website. On 23 June 2018 it was extended against my will, and my account was charged a substantial amount of 143.28 USD (plus VAT). I would like to add that in 2017, the subscription contract was made during a phone call during which I was not informed about the possible extension of the subscription after one year. I have not been informed beforehand that the account will be automatically extended or what amount. At any time before renewing the subscription was I told any information that such action will be done. My account has been charged against my will. I am asking for a refund of the amount charged to my account, otherwise I will take legal action as a fraud.

My no. [protected]

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Update by Aneta123
Jun 27, 2018 2:22 am EDT

Resolved - got my money back the next day. Thank you!

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4:11 pm EDT
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MyHeritage unauthorized charge on my bank account

Dear Madams and/or Sirs:

I have been charged $119.00 on my bank account. I did not authorize this charge...also and over draft fee of $35.00. I have reported this as fraud. My bank will dispute this charge as well. I want this reimbursed ASAP. The number on the bank charge is S588170828518360. I did not make this charge. Please remedy this immediately. My phone is [protected]. Please contact me as soon as you can.

Thank you for your prompt attention to this matter,

Deborah Powell-Porrazzo

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1:58 am EDT
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MyHeritage taken money without consent

I have had £59.99 taken out my bank account I have never used this service and have no desire to in the future I have emailed many times with no reply please help do I report it to the police to get my funds back? This is absolutely disgusting I budget my money for my family and then people come along and just help them selves to my money how can this be allowed

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Update by Kez20024
Jun 23, 2018 4:49 am EDT

£59.99 was taken out my account without consent I have not and have no desire to use this service I budget my finances for my family and then suddenly 59.99 is gone out of my account that is a weeks shopping to me and my family how is this allowed to go on and how is this acceptable it is classed as theft in my eyes I want my money back or I will be taking this further if I have to contact the police I will

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3:41 pm EDT
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MyHeritage myheritage.com d.n. a. 100% inaccurate results as to my actual ancestory

May 10th, 2018, I mailed out my my heritage d.n. a sample kit (which included a return receipt) which was received by my heritage 2 weeks later (according to u.s. p.s. and my heritage). my biological mother is french-canadian, irish, native american. my father was 50% abanaki native american. my heritage d.n. a results were 100% inaccurate. 80% united kingdom, and rest of the results did not even come close to any of my actual ancestry. my husband and I contacted my heritage customer service (d.n. a. results, of which, were in beggining of june, 2018) and I said I wanted a full refund based on the fact my d.n. a results through my heritage are 100% inaccurate. customer service asked for my last 4 digits of my credit card number so I would maybe be credited back. as of monday, june 11th, 2018, no word from my heritage d.n. a. and no response at all.

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7:51 pm EDT
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MyHeritage my subscription

Please help. On May 8 last my Visa card was debited with a payment to you of $180.02. I have a free account number [protected] and that has not been altered. So what is your bill for? Please understand that if the bill is for a program then I do not necessarily want to cancel it.
The item teads. Myheritage_ltd. [protected]
richard Howroyd
[protected]@mail.com
[protected]@gmail.com
Hobart, Tasmania Australia 7004
61 [protected]

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Elena MyHeritage Team
IE
Jun 07, 2018 9:19 pm EDT
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Dear Richard,

Sorry for the late reply. I've checked your account and I'm glad to see that our Support Team already took care of your inquiry.

If you need any further assistance, please do not hesitate to contact me via elena.vipsupport@myheritage.com from your registered email address.

Kind regards,
Elena, MyHeritage Team

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10:25 pm EDT
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MyHeritage I have not been able to access my account!

I tried to set up an account with my heritage. I was unable to do so because the site keeps saying I have an account and asks for my password. I am unaware of any account, so I tried to change my password which the site asks me to do. Every time I ask to change my password a window pops up saying I have a pop up blocker. I removed the blocker and I keep getting the same message. My son, who works on computers, made sure the pop up blocker was removed and tried, but the site says the same thing. I tried to get tech help, but now answer at customer service. I left a message, no answer. I left another message, no answer. If I cannot have this reserved by tomorrow, my son is going to have the charge disputed and I will return the unopened kit.

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4:49 am EDT
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MyHeritage double charge id [protected]

Hi,

I am requesting that you refund me the amount of $66.00. This is because you charged me twice for the following order:

Order #: [protected]
Order Date: 26 May 2018
Product Amount
MyHeritage.com Family Site Upgrade - Premium Plan, billed annually $ 66.00
Subtotal $ 66.00
Total $ 66.00
Paid with Visa

You can contact me through [protected]@gmail.com

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4:57 am EDT
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MyHeritage unauthorised debit card charges

On 29 May 2017 even though I did not give consent to this, they took £90 out of my account. I rang their helpline asking them to sort this out to which I got a very confusing reply and was told that it would be refunded and I would not be charged this year. This year on 14 May 2017 they took £120 out of my account even though last year they said that this would not happen. I do not even use the site anymore so I have had no use of the premium membership. I would like a full refund of the £210.00

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4:14 pm EDT

MyHeritage free trial

I sighned up for free 14 day trial. I canceled 2 days later after realizing there was no monthly option. I just got charged today. I have called several times and have left detailed messages requesting my refund. I have sent several emails. No replies. Have received no calls. If no one contacts me there will be problems. This company seems like they don't care about their customers. The customer service is a joke it's all automated.

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Hugo MyHeritage Team
Hugo MyHeritage Team
IE
May 16, 2018 5:14 pm EDT

Dear Penny,

I'm sorry for the inconvenience.

I'd like to assist you with this issue as soon as possible.

In order to help, I need a little more information from you.

Please write to my inbox at hugo.vipsupport@myheritage.com so I can verify your registered account and ensure this will be handled as soon as possible.

Best Regards,

Sincerely
Hugo
MyHeritage

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12:30 pm EDT
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MyHeritage dna test

I just tried to order 2 DNA kits from Myheritage.com and had a customer service experience that forced me to delete my order. The very first premise of have a service based business is understanding who is the customer. MyHeritage is adamant that they are the customer, which is why even after escalating to a manager, I was told that I have to work with them. For reference, the issue was over being able to enter a business address as the shipping address. Fairly simple, and likely very common, however I was repeatedly told to just enter my first and last name in the first name field, and then my business name in the last name field. This obviously would not work, which is when I was told "You need to work with me here". If this is the type of service I receive prior to becoming a customer, when they would be trying to gain my business, I cannot imagine the service once I have actually paid them.

YOU HAVE BEEN WARNED.

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6:48 am EDT

MyHeritage results of "myheritage"

Dear MyHeritge Team

 I definitively won't buy an other kit from your offer. I am so disappointed about the completely unlikely, untrustworthy and undifferentiated result of your test concerning my heritage background. I base my claim on two facts: First, I did genealogical research: On my father's side, all my ancestors lived in central Switzerland since 1523. My ancestors did not have contacts beyond their region, including no sexual ones. In addition, due to your incredible test result I repeated the test at "23andme". They got me credible and differentiated results.

MyHeritage wrote me during analysing my heritage, that the first bottle could not be evaluated (i followed exactly your processing orders). On the basis of the second "bottle" You sended me the result one month later. I therefore ask you to send me another test kit free of charge. I will be happy to change my mind about "MyHeritage" afterwards.

With kind regards: Friedrich Zulauf, CH-3006 Berne, Switzerland

Burgernzielweg 18
CH-3006 Bern

++[protected]
www.friedrich-zulauf.ch

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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
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    11%
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    +44 800 098 8125
    +44 800 098 8125
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    +43 800 802 582
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    +32 80 026 102
    +32 80 026 102
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    +45 80 820 132
    +45 80 820 132
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    +358 800 102 172
    +358 800 102 172
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    100%
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    +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%
    Confidence score
    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 16, 2024
MyHeritage Category
MyHeritage is ranked 41 among 45 companies in the Websites category

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