MyHeritage
Reviews and Complaints

Just spent 2 hour on the phone to a man called william from customer service department whilst he told me he was the supervisor he refused to let me speak to a manager. I had £230 taken from my account so my bills bounced causing me over 70 in late fees. This was after telling them to cancel subscription over a year ago. I expressed that due to them taking the money without consent i am now £70 out of pocket because of their mistake i want to be compensated for the fees i have occured, being told i will get a 3 months free subscription for this simply doesnt cut it...along woth having to wait 10 WORKING days just to recieve back the money they initially took...i have had to make 4 phone calls over a week to chase them they never once gave me a phone call back after telling on several occasions they would do so. This company earns millions of pounds annually to be told i will not compensated for the fees they have caused me is quite frankly disgusting customer service.

I purchased their DNA Ancestry kit at 39 usd, then they automatically charged me 8X MORE 329 usd the amount for their subscription service that I did not subscribe for. I only found out through my bank statement. When I went to MyHeritage I was shocked to find out I had a subscription I was unaware of. I immediately cancelled and MyHeritage tried to keep me on a subscription I did not even subscribe for in the first place (see image). They stole from my bank account using my credit card details from my purchase of the kit. When I tried to reach them via their website, I could only access a bot. Then I got a ticket number but nobody responded. It has been weeks. I tried to remove my credit card details but I cannot find them in my account which means the company has it stored at the back end and are illegally stealing from customers. Apparently, this theft happens to everyone around the world as there are forums on end with people being shocked that money is taken from their bank acct without their awareness. This is horrible company practice, malicious and illegal.

My Heritage deducted $383 from my account on 26/04/2023 without my authorisation - this was apparently for an annual subscription which I did not request nor was I notified of it. I phoned their call centre straightaway after the deduction was made and was given a case number. I told them I needed the money back to pay for bills. They said they would mark it urgent. It’s been 5 days and no response.

Hello I have purchased the MyHeritage DNA kit one month and I have chose one month free trial , yesterday I have noticed they have charged me for one year subscription which I did not agree on, I have tried to contact MyHeritage costumer support but no response. I am complaining because I am afraid this is the scam and I would like to get the refund for the yearly subscription they have charged me for.

Thank you

I found out today that my account was tested just 'out of the blue' by MyHeritage this March 2023. I have not contacted them for a transaction.
Then on the 11th of April BLS*MyHeritageLTD took €69.30 from my VISA bank account. Where did they get my banking information other than from MyHeritage.com.
Disgusting criminal activity. I want my money refunded.

Hello.

I was unknowingly charged £120 for an annual subscription which I was not aware of it being active. Under your policy, I should have received a warning email before the total was charged, though I never received such an email.

I would like to discuss a refund, given that I have not used the service in any capacity. I would like to speak to the finance department.

I would also like to potentially discuss an official complaints procedure if this is not resolved.

Call: +[protected]

This is a total scam. What they advertise on their website, about documents you can get information from, find more about your ancestors is just untrue. After subscribing to the complete package, I could not find any more information about my family than what I had already found from someone else tree they made themselves. So this trash of website was completely useless.

I got in touch with them, to which a lady phone called me a few days later. Even though they supposedly offer a 30 day money back guarantee, she was saying that it was not possible to do so, even thought just 8 days since my purchase had passed. And she was pretending to speak with a billing department, trying to find me a deal, which was just another lie, as one of the times, i got on hold for just 5 seconds while she went speak with the billing department. Everything smells as a scam here.

So, do not fall for the lies that are advertised about their services, and don't fall for the scam this company is. And forget the money back guarantee they say. At this moment, no other option left for me rather than involve law enforcement entities to solve my situation.

My name is Stefanie Bigelow Ahlers (AN-EB2403). I believe my husband's DNA sample and results must have gotten mixed up with someone else's. We are 100% sure that he and his brother have the same mother and father, but their dna results are completely different. Jonathan's biggest percentage should be German, and there should be no African, Iberian, or Baltic. How can this be double checked?

Thank you!

Stefanie Ahlers

(AN-EB2403)

have tried on numerous occasions to contact this company and no one replies back.

I have been charged for something I did not order or authorise and you have failed to respond to me. I called and got no answer and have emailed a complaint and was given a case number, [protected]. But nothing has happened since then. This was middle of February and still no reply.

I was charged over £50 for something I did not order and it wasn't even in my name as I've never been on this site.

Coning, Robbing and untrustworthy, are the words that come to.mind.

I would like money back, please.

About a month ago, I sent an email about inappropriate photos I received upon using the AI avatar photo generator. The myheritage disclaimer does describe what type of photos their customers can upload; ie, no swimsuit photos. All photos I uploaded were fully clothed. Upon receiving the results, some came back nude. I sent an email to customer service and told them this was unacceptable and needs to be escalated. All I received was an apology, a free year of membership, and deletion of photos-- which I could have done myself. Today, I wanted to test the avatar generator again. I got the same obscene and explicit results. The photos are saved. Seems to me nothing got escalated and myheritage is unaware their software turns some photos into literal smut. The photos will not be uploaded here out of embarrassment.

Last week (March 27th, 2023), I did receive a notice that my free trial would be ending soon. So, I went onto MyHeritage.com’s website that day (see screenshot below), and cancelled my subscription so that I wouldn’t be charged the CDN$ 189 annual fee. Then I received another email today (April 2nd) saying that because I didn’t end the subscription before the trial ended, my card was charged. Numerous emails to the company have gone unanswered.

I was charged $315 for auto renewal. I contacted customer service and was called several times by a phone number from the UK. I googled the number and the number was connected with fraud. The same person saying they represent My Heritage contacted me via email still with the UK number. They also used a card that was never associated with my account. Not sure what is going on and I would like a total refund. I am also going to report the fraud to the FTC. https://reportfraud.ftc.gov/#/

I was advised today by PayPal that My Heritage were charging me £120 renewal . I haven’t used this site beyond free trial and have in fact been charged £240 for two years . Inspection of my account will reveal I haven’t used it.

I haven’t received notification from MyHeritage about renewal and had it not been for PayPal advice I wouldn’t have spotted it. I would like my money refunded

Most companies give notice that a payment will be taken 'within the next couple of days' - MyHeritage does not do that, it just issues a notice that the money has already been taken - 137 EUR - for a subscription that I forgot to cancel because I only used the service once for DNA testing. The charge went through PayPal. I then cancelled the future subscription (but was too late to cancel the 137 EUR payment of course). On contacting MyHeritage (within a few hours of receiving their payment notification) about this matter, to request a full refund.

MyHeritage policy states that refunds will be given within 30 days of renewal - I am still well within that time limit. I simply require a full refund of 137 EUR to my Paypal account and confirmation that any future subscriptions have been cancelled. For other companies it takes hours to reply and refunds take seconds for Paypal to process.

I have no doubt I will simply receive a standard reply to this email which will result in no refund and further frustration, but it's worth a try!

I am not interested in your services, I decided to quit before the period of two weeks, still you tried to take payment from my bank account twice.(!)

I would like to erase my account, I am also going to contact my bank tomorrow.

Monika Federak

monika.[protected]@onet.eu

I think the problem has been solved. I decided to quit on 19.02.2023 , you tried to charge me on 5.03.2023, I finished the trial period and I got e mail which confirmed it, I erased my account .

What I did not like was that you tried to charged me in spite of the fact that I finished the trial period on 19.02.2023 and did not use your service.

Customer service says they do not have the authority to give you your refund, nor do they have the option of transferring your call, but that they will have the billing department call you back in a few days! I dont buy it. On my second phone call the customer service rep said would escalate it to the highest priority. This resulted in a possibility of a phone call from the billing department in only 24 hours! I asked what I should do it they didnt call me within 24 hours. They said I could call back again. Well what would that get me? They reluctantly admitted they would give me a refund then. What you can give me a refund tomorrow but not today.

February 2022 I joined the my heritage website and paid a fee of I think around £79 for the year. Then 2nd February 2023 they took £229 from my bank account for the next years subscription which I did not authorise, or have any knowledge of, or no notice that this was going to happen. This to me amounts to fraud not to be given at least a weeks notice so you can change your mind if you wish, even insurance companies give you 2 weeks notice of any renewals.

I called customer services the same day with no response so I immediately emailed them asking for a full refund as I did not want to carry on with the subscription. No response so again I kept trying by phone and email. Evenually I was contacted on the 14th February 2023 at around 4.30pm and told that I cannot cancel an annual subscription.

I explained to him that it was way too expensive and I could not afford it but he then offered me a 5 year subscription at a reduced rate of £900 if I paid that immediately. Fraud or what. I obviously said no so he then offered me a partial refund of £57 with an extra 1 years extension (so 2 years in total). I again said no and that I wanted to cancel and have a full refund. I explained that I would have cancelled if I had known that they were taking all this money.

Again he confirmed that I could not cancel or have a full refund so eventally he agreed to give me a partial refund of £80 provided he put the automatic renewal option back on (which I had turned off). I said I did not want to renew again. I have now turned this off again.

To me this is not acceptable I wanted a full refund and I have informed my bank who also this this is disgraceful and could amount to fraud or a form of bullying and that anyone should be able to cancel a yearly or monthly subscription and they will be looking into it for me. Even Insurance Companies give you at least 2 weeks notice of any payments due out so you can cancel the renewal if you wish.

Please can I have a full refund and cancel my account.

I have just been automatically charged $245 for an annual "data subscription" on Feb 15 2023 which I did NOT agree to and have no knowledge of after I signed up last year for what I was told was a free basic account. Please get myheritage to reimburse this money as this amounts to fraud. If not I will be taking it up with the police fraud authorities.

On 02/03/23 I noticed a charge for $89 from My Heritage through Paypal. After looking into this I see that I was charged for annual subscription which I did not sign up for. I had a free trial and at the end of trial was charged for a subscription I never ordered. I have disputed through Paypal and have only been emails a ticket number but no communication about when I will be refunded my money. I also canceled through website and was told that that at the end of the year my services would no longer renew. I do not want a year subscription as I only used the service that day. I went to the BBB to file complaint but am confused on the location of My Heritage. I see there is My Heritage USA and Israel. Is there two companies? I just want a refund as it states in the Term & Conditions a 30 day money back guarantee. I am well within my 30 days however, if My Heritage doesn't respond it will likely go past the 30 days. Not sure if that is deliberate or not but not hearing anything from them is very frustrating.

I have tried for months to gain a partial refund after they took a full yearly subscription from me. I understand that I should have switched off the automatic refund but never did so. So the company sucked over 200 pounds.. I rang and complained and they agreed to give me 1/2 the money back.. Two months later many emails and phone calls and no refund.. It is just wrong and people should be aware of what happened to me so it doesn’t to them.. It is unfair.