MyHeritage
Reviews and Complaints

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.

I opened an account with MyHeritage on 1st December 2021. This account was opened as a result of your 'Introduction offer'. I renewed my initial account in December 2022. I paid €117 for the renewal on 12 December 2022. On 31 December 2022 I paid €285. On receiving my latest VISA billing, I noticed that I had been billed again on 20 January 2023 for another €285. This amounts to your service billing me twice for my single account.

Should it be necessary to close one of the accounts, please ensure that all data is recorded and transferred to the active account. I do not want to lose the research I have made resulting in 8000 plus names being added to my family tree.
I would also like you to ensure that the DNA results will be preserved within my active account.
I would like to keep the account using the given Gmail address below.
It is possible that this second billing has arisen due to my change of email address. The initial email address, hotmail.fr had been hacked hence the urgent need to change to my current Gmail address
Should there be any problems, please advise me prior to taking any action.

I made a basic free plan on December 2022 and paid 9 euros to receive 800 photos from IA Time machine. I didn't receive a thing so i send them a support ticket requesting a refund since they never send me the photos. Than i discover they took this month 99 euros from my card. They don't answer my emails or messages from social media. This is robbery. I only got this email

Thank you for reaching out to the MyHeritage Support team.

Your message has been received.

Here is the ticket number for this Support issue for your reference: #[protected].

In the meantime, visit our Help Center to get instant answers for most frequently asked questions, or check out MyHeritage Knowledge Base to learn more about the many tools and features on MyHeritage.

By the way, MyHeritage has launched its first-ever podcast, Blast From My Past! The podcast features stories of people whose lives were changed forever by what they discovered in their family history through MyHeritage. You can search for Blast From My Past and listen to it wherever you get your podcasts, including Spotify and Apple.

Best regards,

The MyHeritage Support team

i lodged a dispute with by Bank Bank of qld around the 19th october 2022 to do with monies taken from my account witout my permission where i was billed $185.90 ,under my credit .i have a invoice number here and it is [protected] dated the 19th october

Uo to now all i heard from the bank was , that i had to contact you people in reference to this

I did not authorise this to happen, and since then or before then the card is no longer

All i want it to get this dispute solved and for my money to be returned to the following acct

Suncorp bankl

BSB 484799

Acct no [protected]

Name Alfred Long

It is courtesy for a business to email it's customers to remind them of approaching renewals, yet on 20/01/23 I was charged £114.50 by MyHeritage without warning.

I proceeded to open a ticket (No. [protected]) with them as I am well within the 30 day period outlined by their policy, yet as of 29/01/23 I have received nothing but promotional emails.

After searching for help online it seems that they make this "mistake" far too frequently for it to be considered anything other than deliberate. I want a full refund, an apology, and will not be doing business with this scam site again.

My husband ordered DNA kits for the both of us and we received them and sent them back, paid the £70.00 or the kits, then my husband paid the £89.99 subscription which was also fine but then today they have taken a further £114.00 out of my account for no reson and this should not have been taken, i have now been put into negative on my bank account, this is unacceptable and i want a refund asap to put my bacnk account back into credit

myheritage sales memberships as a gifts for family or friends. I payed for one of these. family member couldn't activate it because 'a right side upper corner' does not provide the code space as claimed that it does. they sent emails with useless information and refuse to return money I paid for service that doesn't existPurchase summary

Order number: [protected]

Item: 1-year Complete gift membership

Recipient’s email: [protected]@o2.pl

Delivery date: Jan. 13, 2023

This is a one-time, non-renewing membership.

You were charged 99 € + 4,95 € GST.

Your invoice is attached.

On Jaunay 16 i recieved an email stating a charge of $129 was taken for a subscription I don’t want. I got no emails in the lead up to the end of this trial period so I could cancel it and as soon as they'd taken the money out I called and emailed to cancel and apply for a refund. The representative told me that it would be escalted to the billing department and will hear back within 1 to 3 days. I informed him i did not authorize my credit card to be billed nor did i ever enter my card information so how they were able to get it i do not know. I have filed a complaint with BBB as well. I dont not want their service and want my $129 back asap.

**********MyHeritage Refund Policy**********

Their policy states that they guarantee a full refund by contacting Customer Support within 30 days of the purchase date. I’ve followed the instruction and contacted them the same day I was charged on the 1st of November followed by a phone call on 4th November to which I was told someone would call me back, but I haven't received any response to either. It seems that this whole process is designed to scam people and discourage them from seeking a refund.

3. Refund Policy

MyHeritage values the satisfaction of its customers and offers a thirty (30) day money back guarantee. 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.

The money back guarantee applies to MyHeritage subscriptions (Premium, PremiumPlus, Data or Complete), and not to shipped products such as MyHeritage DNA kits and family tree posters.

All refunds will be reimbursed to the original credit card with which the purchase was made. Please allow a reasonable time for the refund to be charged to your account.

my credit card has been debited by you for something not described and not requested by me.

I have downloaded a FREE family tree builder app but have not continued to use it. There was nothing in the site offer to indicate any future payment for this free product

I want the payment refunded especially as I did not provide you with my card details.

I live in the UK. I was thinking of checking on UK friends who I have not seen for fifty years and I clicked on the MyHeritage website. I had to enter my email address to try my search but I realised it was no use for me and I left it. I did not register and did not ask for any further usage.

Message sent to [protected]@myheritage.com on 22/12/2022:
"I did not sign up to free trial and I do not want a free trial.
I did not give any financial details or payment methods, so how can you send an email saying I have signed up to free tial?

When I tried to stop a free trial from your email, your system asks for me to sign up first, so how can I already have a free trial?
Please cancel any free trial you claim I have agreed to when it is not true.
Stan Evans"

Then I received an email saying I had got a 14-day free trial. I replied to the email and several times tried to contact MyHeritage to say I did not have a free trial, I did not want a free trial and asked if they somehow had given me a free trial I wanted to cancel it. When I looked for help on the MyHeritage website it said I should log into my account, but as I did not have one and had not registered, that was irrelevant.

But I have just received an email saying my free trial has finished and charging me £56.40 and they have taken it from my PayPal account.
As far as I am concerned MyHeritage is a fraudulent company and if I can't get this scam sorted out I will contact UK Trading Standards, Citizens Advice Bureau and ActionFraud.
I don't know how they can take money without bank details but I am still angry at the attempt to defraud me.

I saw through a message from my bank that there was money taken without my permission from the website, which I did not know, including that I subscribed to a year ming subscription. After I tried to contact them but I never reach anyone. It a big amount of money. I really regret about buying this DNA kit. Even if I subscribe they should send mail before couple days ago subscription finished.

I want a refund of 196 euros withdrawn from my account by using my right to return within 30 days. I hope you here will be helpful and they will do what is necessary and my money will reach me.

Contacted My Heritage support 12/29/22 asked that they cancel my subscription.

It was an automatic renewal for $315 on my credit card. I didn't receive an email telling me it was renewed or that my subscription was up for renewal.

They called me Tuesday 1/3/23 from a 406 area code said they refund me 35% of the fee then on my credit card bill I see an amount of $110.

I do not want a subscription with them I want a full refund of the $315. and the $110 amount taken off my credit card. Included is the email I received Thank you for your help.

Jenny (MyHeritage)

December 29, 2022 8:39 PM (UTC+02:00)

Dear marsha,

Thank you for contacting us. I understand that you'd like to cancel your subscription.

I found your account on MyHeritage registered under email address mueller.[protected]@att.net. Your account had a Complete subscription that started on December 18, 2021, and that subscription was successfully cancelled on December 29, 2022.

There is currently no recurring annual subscription associated with your account, and therefore no further action is necessary.

Kind regards,

Jenny

MyHeritage Support team



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Marsha

December 29, 2022 8:32 PM (UTC+02:00)

cancel my subscription

Automatic renew charged me $315. please cancel

I arranged to do a DNA test with My Heritage to which i was offered one months free subscription. However, at the end of the My Heritage has the nerve to charge my credit card a full year's subscription without my consent and even though I cancelled my subscription. I have since tried to message them but i have had no response. I hence called them and held on the line for 30 minutes when I was still 5 the in queue. So I have left a message asking for an immediate refund. I have still to hear from them. What allows this organisation to charge their customers WITHOUT THEIR CONSENT. I regret for having even done the DNA test with them. It is a money making establishment with no ethical standards.

On 23 Dec 2022 258 Euro was taken from my bank account for auto renewal which I believe I cancelled during the year. I immediately contacted My Heritage and I received an email requesting my phone number. I replied to let them know that I am not able to take any phone calls so I requested that the matter be dealt with by email. I asked for a full refund as I do not want to have a My Heritage account going forward, primarlily because it is too expensive and also because I don't use it. Despite my sending at least 3 or 4 follow up emails I have not heard back from them. I also have not received a refund to my account.

1st Jan 2023

Good Morning

I have been surprised this morning to see an unexpected charge to my bank account of £229, drawn without my approval and without any prior notification, as required by the banking authorities, when in particular there is a significant change.,(i.e. Last year subscription was around £68.70) this is more than 3x as much.

This is unacceptable and I would ask you to immediately refund this payment and cancel my membership, deleting all my bank details from your records.

Please confirm at your earliest that this has be actioned.

Regards

Norman Humphryes

account ID: [protected]

I remember vagley being curious on this company back in 2018/19. But I was not interested to pay for a subscrition because I know I cant afford one. Suddenly today, the last day of the year 2023, 2500 NOK deassapered from my bank account! Without ever leaving my account number or an agreement to the company that I was agreeing to å subscription, instead they have swindled money through my PayPal account! Getting hold of MyHeritage seems hopeless, with telephone numbers and e-mail adresses that dosent work! My only hope now is that PayPal can help me get my money back. So please dear People, NEVER be curious an enter they're site, NEVER! It"s looking to be a sad and poor New year for me and my family. I already live on disability and that's not much. MyHeritage you should ashamed, ashamed!

I had signed up for the free trial, after trying it out, I decided it wasn't for me, so I deleted my account the night before it ended. Mere hours later in the morning my card was charged $150+ for a year subscription. Not only would I not buy a year subscription for anything, but I also don't even have an account to use it with now. With a pending charge, no access to a deleted account, I tried multiple times to contact support. Finally got through, they said just because the account is deleted doesn't mean it was taken off the auto-renewal yet. So, they said they will reach out to me in an email asking me to provide additional information, to get everything handled. I sent them the PayPal statement of the charge, and their invoice sent to my email. However, I have yet to receive a response back, so I'm worried MyHeritage instead of cancelling the transaction is just stealing my money now! This is couple days before the Holidays, greatly impacting my plans, because of an issue with the auto-renewal. Let me repeat, I literally just got charged for nothing since the account is deleted and no way to access it, and instead of cancelling the transaction while it's still pending, they are ignoring me, and stealing my money!

Jag debiterades för produkten jag inte ville ha

Jag tänkte köpa DNA-kit (och det gjorde jag), och för att köpa ett måste man vara registrerad på deras hemsida. För att registrera dig måste du ange dina kreditkortsuppgifter och sedan missa det subtila meddelandet om Komplett-abonnemang och sedan debiteras du med 1824,00 Kr för något jag inte bett om!

Jag försökte kontakta support på livechatt, fick en biljett [skyddad] med ett löfte om att någon kontaktar mig tillbaka. Hände aldrig.

Jag ringde och lämnade ett röstmeddelande och skickade flera e-mail till support och Inga svar.

Acc [protected]

I have attempted to download a GEDCOM file and it tells me the system will send a link to my email address but this never happens, I have sent a support request 3 times now over the past 10 days but I get no response. This is the 3rd time this has happened and the problem had to be fixed on your side

Support Ticket no [protected]

PLEASE RESPOND

Alan Deuchar