MyHeritage
Reviews and Complaints

I am filing a complaint about a situation in which 109 euros disappeared from my bank account. I didn't give my card number anywhere and the money was gone. I didn't buy anything and the money disappeared. Please get your money back immediately.The money was taken from the account on 3.07.2023.I entered the website without buying any package and yet the money was debited from my account despite the fact that I did not provide my bank number anywhere.

Want to cancel auto renewal on MyHeritage. No answer. Then was offered a full subscriptions with the $189 I had already paid. Submitted that offer. Then received an email that said the offer was not allowed. This happened on July 18, 2023 and July 19, 2023. I show subscriptions to both Full Membership and Data Membership. I have no idea what I will be charged: $189 plus $299?

Unable to contact by phone from my state. Has been a problem over the years.

I made the mistake of trusting them with my card details when I purchased 2 dna kits as gifts (after buying 3 more and recommending them to literally everyone I know)

For the first time, I got charged an annual subscription fee for which I had no knowledge of and did not use nor wish to use in the future.

I spoke to a bot in the chat which informed me that they would contact me. They did not.

I found an email here to which I sent my request for a refund to which they did not respond.

I'm on the verge of calling my bank but I told myself to give them a couple more days.

I am so disappointed in this company. Never thought they would sneakily charge me after purchasing 5 dna kits and recommending them to so many people.

Please resolve this issue ASAP.

Agnesa Gkasparian

I am writing here about a sample that I sent on June 20 and for which, unfortunately, the status in the application is still not updated, the sample does not appear to have arrived at the laboratory.

I sent until now 2 e-mails regarding this issue in order to know how to proceed further but I didn't receive any response.

On the phone I can't contact the customer service.

The problem is that I purchased another KIT for another member of the family and sent the sample on July 4 and for this one also the status is the same- the sample didn't arrived at the laboratory.

For the first sample the KIT number is: MH LNB237.

Hope that someone from here could give an answer.

I have an old email address which has deleted all my contents/labels and relevant email information regarding my account with My Heritage.

When I have tried to access My Heritage account, it appears that all my previous data and DNA records (together with matches), have disappeared.

How do I reopen my account with my previous details, matches results etc?

I have found many family members on my account and wish to connect with them.

I bought a kit last year in September 2022 and had results October 2022.

I have the DNA kit number if required by you.

I have tried access my account via a new email address unsuccessfully, as it just shows that I have another new account! (as if I was starting all over again).

I followed your sites instructions to cancel my FREE TRIAL and you have deducted ZAR 2000 form my credit card today10 July 2023.

My account ID: [protected]

You make this whole process so complicated and sneaky.

I will continue to complain on every single platform I can think of until you remedy this.

My Heritage has sneakily debited my account for a fee I did not subscribe to. I have tried to contact them but there is no contact email - only a phone line. I logged a query via their chatbot and it said a ticket had been logged. I have heard nothing since. I did not subscribe to anything. I did not authorise anything. Nobody has contacted me. I want my money refunded. I have contacted my bank and logged a fraud case.

Surely this is illegal in the USA? It is illegal in South Africa. How do I get my money back?

I ordered and paid for a DNA kit. I was using google translate from English to Swedish because i am in Sweden. I entered my address in Sweden for delivery but them clicked auto fill for my name further down the form.

once i had submitted I could see that the address was a mixture between my English and Swedish address. I sent 3 emails immediately trying to let you know but had no response. There was an option about wrong address but no form attached to fill in., very disappointing. I tracked the kit and it went to Enfield sorting office as undelivered. since then I have written 2 more emails in an unsuccessful attempt at make contact with you. please could you help me so that I can receive the kit.

order [protected]

Tracking number HOISVA0012156

GM [protected]

782030

ID [protected]

[protected]@gmail.com

3rd June 2023 ordered

#[protected]

Matilda Axetorn

Stamnarad 251

43292 Varberg

Sweden

About 1-2 week ago me and my wife decided to get our DNA tested for fun. We thought it would be interesting to see our bloodlines.

so we ordered the DNA tests and it came we sent it back, but on saturday (2 days ago) we have been charged by myheritage for apx 127 eur. The reason we don't know, there were not much information neither in the transaction (card electronic payment) neither on myheritage site.

Their customer support is very is like nothing. you cannot reach them written form (at least their website contains no information about it), they only have a few phone numbers but as a Hungarian I won't call them, it would be too expensive.

Anyway, our card clearly either used for unwanted/unauthorized payments by them or they let a third party person get our card details which is also very worrisome.

Meanwhile we blocked our card and ordered a new one which will be extra fee again.

It's a shame that there are scams like this and I feel shamed that I can be scammed even if I am super careful...

I have had a basic free family tree on MyHeritage. Recently I decided to try the 14 day free trial of access to the Data plan to see if it would give me any more insight to my family history than other websites. I didn't like the way it worked - I found it more confusing and frustrating to get access to the information, so I cancelled the trial after 5 days - well within the 14 day period. I did follow the guidelines on how to cancel it provided on their website. However, I was charged $188.97 for the plan anyway, putting my bank account in the negative. I called and talked to a representative who said the problem would be rectified and apologized. The very next week, they did it again and bank account was in the negative again. I live on a disability "income" so I don't have much to begin with. I contacted my bank who advised me to take it up with Paypal, which I did. Paypal ruled in my favour, the money was refunded and case closed with Paypal. I received an email from MyHeritage saying that I would be refunded. The very next day, I received another email from MyHeritage saying that their ability to take the payment for their Data plan had been blocked on Paypal and that I needed to do it manually. The right hand does not know what the left hand is doing at that company. In the end, I completely cancelled my free basic plan with the company over this nonsense and I was stuck with $96 in NSF fees - something I cannot afford on my disability "income." So done with this company! The "support" staff says one thing but does another.

I have bought a DNA kit and a health report pack. On the same time, I have taken the one-month free trial subscription. Just before the end of the one-month trial period I canceled it, but I received a new offer with another two-month free trial. I accepted since my DNA analysis wasn’t ready and I wanted to see what the benefits of this subscription are.

Before the end of the second trial period, I concluded that personally I don’t have any benefits from this subscription, and I tried to delete my card from there system. I could not locate my card and I supposed that was not stored into their system.

I also forgot to cancel my subscription, but I was not very worried since I thought I will not be automatically charged. And then surprise! On June 16, 2023, I was charged 117.81 EUR for a period of 14 month (the 2-month trial plus a whole new year) – Invoice Number: #[protected]. I was not notified that my trial will expire, neither I thought I will be charged automatically since I couldn’t locate my credit card. In consequence, I unsubscribed (late indeed) and I asked for a refund on their site. I was called by a lady that just quoted me a text and didn’t solve my refund complain. She just offered me instead a free 6-month extension period after the end of the paid one.

After the call, I verified on their site and surprise again: I had indeed a subscription of 18 month, like they promised me (12-month + 6 free month), but I was subscribed again. So, after these 18-month period they were able to charge me again. I obviously unsubscribed again and again I tried to locate my credit card on their site, but I had no success locating it. So, they have my personal data, and they can charge me anytime. Plus, I don’t know if my data are secure in their system.

It is a pity that a company that appears oriented to science and family, ends up charging a lot of money from decent people that didn’t really want to buy more from them.

Bonjour,

il y a un an, j'ai acheté un kit ADN MyHeritage, ceux-ci m'ont offert un abonnement à un service que je n'ai jamais utilisé. Un peu plus d'un an après, donc le 9 juin 2023, je reçois un mail avec une facture qui m'indique "Merci de la part de Myheritage" et stipule que j'ai bénéficié, il y a un an, d'un abonnement santé gratuit et que la période gratuite s'est terminée et que l'abonnement santé a été renouvelé pour une année supplémentaire et facturée C$129 + C$19.32 de TVQ, soit un total de C$148,32.

Je n'ai reçu aucune notification concernant ce renouvellement avant cela et sur le compte MyHeritage, ma carte bancaire n'est enregistrée nulle part. Cela veut donc dire qu'ils ont conservé mes coordonnées bancaires sans mon autorisation.

Je souhaite être remboursée de cette somme.

--

Hi,

A year ago, I bought a MyHeritage DNA kit, and they offered me a subscription to a service that I never used. A little over a year later, on June 9, 2023, I received an e-mail with an invoice that read "Thank you from Myheritage" and stated that I had benefited from a free health subscription a year ago and that the free period had ended and that the health subscription had been renewed for an additional year and billed at C$129 + C$19.32 QST, for a total of C$148.32.

I received no notification of this renewal prior to this and on the MyHeritage account, my bank card is not registered anywhere. This means that they have kept my bank details without my authorization.

I would like my money back.

My credit card was charged for USD149.50 on 4th June without my acknowledgement. I don't even know this business exist. It's ridiculous how the payment could went through and now it is still standing on my statement even I made a dispute with my bank.

If it was not for my bank that will send sms for each transaction, I will not know I'm being charge for this. Maybe someone is now enjoying the service using my money.

I want my money back and the business to report the person who made the payment using my card!

When buying a DNA test back in March I was offered a 30 days trial upgrade at the checkout, which promised to enhance my experience with the DNA test. I accepted. However in my understanding the trial would start only after my DNA test came out. And this wasn't the case. I got charged 121.77€ for a year subscription much before my test results were out. I replied to the transaction email but no one ever came back to me. So I reached out through a phone number, left a message and a couple of weeks later (today) they called me back, saying that it was all written in the initial email, offering me an extension of the service I don't even know what it's about (honestly).

I replied saying that I expect the full refund and they offered me 20€ discount. After I say that I feel I was tricked into buying something by deceiving business model and would make a complain she increased my discount to 60€ and quickly hangs up the phone.

At this point it might not yet be clear to them but I expect a full refund for this year subscription that I never signed up for. Otherwise I'll sue them not only for this but also for deceiving trading practices, and all my time wasted. And by reading all the other complains against them it seems like a class action would also work for them.

I uploaded my Ancestry DNA to MyHeritage over a year ago and at the same time uploaded my teenagers kit. I started noticing money missing from my account, close to $700.

After investigation it shows it was MyHeritage for an annual subscription for us both that I did not sign or authorize. Customer rep advises email was sent, no emails found. Refusing refund. Haven’t even had a call back for the ‘voicemail’ they require you to leave. Criminal and a rip off and I will never use them again.

I recently bought a DNA kit and was charged automatically for an annual membership that I did not want. I was only interested in my heritage for this company is deceptive and purposely hides that it will automatically charge your credit card. When I tried to stop it with my bank they sent it through my debit card. I am a mother of two small children and cannot afford to pay this

I have subscribed to a free trial for a month for myheritage site. During this free trial, I forgot to unsubscribe to the service and a direct debit of 198.44€ was charged on my card. I have tried finding support to get a refund as I didn't even use the site during the free trial and definitely don't require it for a year. Called the support and went to voicemail. Explained my situation on voicemail and requested a refund for my customerID. Received no response but got charged 2€ per minute for the call to support. I'm not going to call 10 more minutes to reach support and still not get refunded.

May 2023.

For weeks, I have been unable to use to enhance and animation tools. After 3 e-mails and expensive phone calls, the problems still haven't been solved. Today to my big surprise I finally received an e-mail which stated that they will look into the enhancement problem but... That I won't be able to make anymore animations as I already made too many... And that I abused the system... Excuse me? I have the most expensive package, and nowhere did it ever state that you can make only so many animations.

Not only that, all the while I thought I was a respected customer but it turns out I am seen as an abuser. I will no longer be able to make animations and paid for the most extensive package. Is this for real? If there was a limit to making animations they should have mentioned it, and what about the 3 weeks I haven't been able to enhance photos? Do I get a refund for that period? Please MyHeritage, you have the best tools, but this cannot be.

Hello! I contacted myheritage by email , by phone, no one seems to care.

On 23 March 2023 I sent a DNA sample to be tested.

I actived the code of dna sample and waited, following the tracking of dna sample.

The kit never arrived at the lab it shows only that the code has been activated.

Myheritage should be ashamed for the poor customer service.

I might have been overly enthusiastic about getting started with MyHeritage. So if I started an email exchange with MyHeritage, I can not get past, MyHeritage requiring me to give account numbers. Furthermore, it just tells me, any of my information is not correct. I am probably like millions of individuals, who will not go further, without a real life human being, to correct the problems. You need to realize that artificial intelligence is not able to comprehend my human questions. MyHeritage is hurting the reputation of MyHeritage. I was just trying to get tested. However, it is terrible, that MyHeritage, does not provide real human beings for social communications.