MyHeritage
Reviews and Complaints

My Myheritage account has been charged for an upgraded account, however no upgrade has been provided. Myheritage (#[protected]) have verified that:

- I have been charged R1,699.99 (Proof of payment - bank statement sent)

- I have not been provided with any upgrade - they have checked my account on their side.

If this is an issue between My Heritage and Apple, the consumer should not be the victim.

Myheritage have been helpful until the point of a refund, at which point they tell me to go back to Apple. Apple provide the APP, Myheritage provide the service and the 'upgrade' which i have not received. Apple will not refund.

My Heritage provides an app/service to Apple which I have purchased. As the consumer, I have not received this service and therefore am entitled to a refund.

I created a free account to try the MyHeritage service during 14 days knowing (as it was explicitly written) that I would receive an email before the free trial is over and decide wether or not I wanted to continue with it. It decided not to, except they NEVER SENT THE EMAIL and now I have to pay over 200€ for a full year subscription which I absolutely don't want.

Using such a sneaky way to get people to pay for your service should be illegal especially when it was explicitly written that I would be warned before the free trial expires.

Now I want to contact the customer service but it is impossible as the website says it is closed.

I am trying to cancel this free trial for my father robert humphrey who is very unwell this is my dad and we do thhis together unfortunately i also have taken ill . You have my credit card Sandra Johnston and i do not wish any money to be taken as i do not have the funds , I have repeatedly tried to cancel even getting emails and changing passwords but to no avail .

We would both need and want you to cancel and acknoweledge and CANCEL FOR US IMMEDIATELY THANK YOU the email on the account is is [protected]@yahoo.co,uk as that is email my dad used previously on joining and with this u now also have my email .please help us by cancelling free trial and any subscription and deleting my credit card details .

it is sooo difficult to cancel that is my only complaint and i pray it can be fixed

We have received our DNA information back but they all mixed up. The information has both our families in them.Â

Each Kit is saying - Moira this is you - how can I have two kits with different numbers and names on them when sent and they are on the home page for DNA with my name on. This does NOT make sense.

Kit MH22HB82 should have ALL my - MOIRA's family information but half of it contains Jeff's family

Kit MHU4Rv38 should have ALL the information for JEFFREY but that is mixed with mine

I am very disappointed with this result as it is not a true reflection of what it should read.

How can you resolve this for me as it is NO good as it is

The family tree is - Jones

regards MJ

for some time now I have matches by people which I have dealt with and they are still there !

also I have matches with sources and I have also dealt with it an d now it shows up as error !

I have enclosed screenshots of both problems !

I had this problem before and had to contact you to get them removed , why do they not remove automatically when I have dealt with them ?

I sent my kit back five weeks- still not showing as received. Poor customer service as it takes you around an automated loop. Very concerned my data is out there and no opportunity to speak to anyone. The app has no contact numbers for the company very poor.

Keep sending me updates on my family- same three people over and again. Not satisfied at all

Thank you for you acknowledgment and feedback. I look forward to quick resolve FYI not sure if I made it clear but I got another $149 unauthorised amount taken from my account yesterday in addition to the:

Date Amount

11 July 2022 $407.00

23 July 2021 $102.00

11 June 2021 $139.59

11 July 2021 $191.40



Total: $839.90

Making it now, $988 that myHeritage has removed without my authorisation or knowingly agreed too.

I only requested a once off DNA test and once Off Health Report, and somehow without my knowledge MyHeritage has been regularly charged as i if applied for membership. This was not done my and i want this money refunded ASAP please

Kind regards

MyHeritage debited £226.80 from my PayPal account on auto renewal on 30 July 2022 without giving me the opportunity to review, amend or cancel this transaction. Although I have cancelled auto renew on my account, I do not have the option to claim my money back for this year.

I have contacted PayPal about the transaction but they think it is legitimate. MyHeritage have not responded to phone calls or emails.

On the 25/7/2022 I received an email thanking me for paying £56 to their company for a subscription that allegedly paid for.

I was shocked as I know that I didn't sign on with them. I automatically went to their website finding a way to query the purchase.

I wasn't able to put a complaint in because the website asked me for my email and password to access the account, of course I couldn't because I didn't register with them so I don't have a password to log in

I then sent them an email explaining that I am an African woman and I wasn't born in England and knows my heritage. I told that I am a mother and carer to two boys with autism and one with severe needs. I depend on the good nature of the tax payer for benefits every month so why would I be paying £56 to anyone to search for my ancestors.

They then sent me a complaint number and someone will call me. I didn't receive any call so I called them using another method to get through. I explained what had happened and I told them that few weeks ago I had to ask the council for help with voucher to get food, charge my gas and electric key for my family.

Again I was told someone will call me back. Of course they didn't call me back instead sent me information for Ibrahim Sesay.

Now I realized that they have got my information through a search I did on Croydon council marriage birth and death website to get information on my children father.

I have sent them three emails now explaining to them that I think they have illegally got my information fraudulently.

I am struggling as it is to feed my children and charging electric for my home.

They can see that I have never used their services and I have never logged into their account.

I received a fraudulent call from Amazon the same day that they took the £56

Off my account thanking me for paying £500 for an iPhone that I never applied for. I had to call Amazon checking with them about the call I had received from them.

They checked their system and told me it was a fraudulent call that came in. They sent me an email from the fraud team that I had to fill out to complain about fraud. As you can see this makes me suspicious about the Heritage dna website and I am certain someone is trying to commit fraud using my information. I have a proof of the Amazon incident and I can prove it.

This early in the morning is when my children are finally in bed and I get to read emails and send emails.

Please I have already gone £300 into my overdraft and so getting my money back will help me buy some food for my children etc.

Please help me and my children get our money back.

Thank you

The DNAtest was completely inaccurate. Additionally the broad spectrum it seemd to capture was all maternal DNA potential areas. There was no paternal DNA.

It claims to be both, but since I actually know my famiy's actual tree not one piece of information came up on my paternal side.

"The DNA test offered by MyHeritage is an autosomal DNA test, which analyses the DNA you inherited from your mother and father. Both men and women can take this test, unlike other types of DNA tests."

I really feel sorry for anyone who doesn't know their family history and turst these results. They are completely inacturate.

7/19/22 called vendor (mt heritage [protected]) spoke to a young lady, informed her of situation. Informed her I had cancelled acct. About 3 week in january. Iwas still getting billed by the company. She informed me acct. Was still active, told her I have email stating acct cancelled. She informed me not the case. I told her I have a copy of email. Hung up, got email then called back. Explained situation to a gentleman. He assured me no email sent to me, also informed me only email, was the one, the young lady sent about being cancelled to day. Informed him e-mail states "fred, automatic renewal of your subscription has been cancelled. You may continue to use your subscription through february 12,2022. After this date your subscription will not be renew." then the gentleman preceeded to tell me only email shown on my acct. Was cancellation for today 7/19/22. Which the young lady entered. I fail to see why she entered an cancellation for today, as it was still a dispute. Also the months after i've received many solicitations, from them to come back and use thier product.

I have been waiting for my kit for 3 weeks now, still haven't had any news, therefore I am asking for the kit's refund! Furthermore, there have been 4 attempts of 4 different sums on two different credit cards of mine to renew my subscription without any prior information. Please issue the refund as soon as possible because I want nothing to do with this app/website again!

My sample MH-DK83V4 was sent out April 28th. I grew concerned as it hadn't been marked as received so contacted MyHeritage by message on the 30th of June and received a ticket number #[protected]. Support member Maria replied to me the evening of July 1st and informed me the lab did not receive my DNA sample and that it was somehow lost in transit. I was subsequently offered a replacement testing kit.

I emailed Maria back on July 2nd, just hours later, and explained that I was no longer confident in doing this as not only my dna sample was lost, but that of my now late aunt whose dna was sent to this company a couple of weeks prior. I requested that my father be reimbursed the costs he paid for the test for me as I now have no desire to take it. I had been reluctant in the first place, but now knowing that my dna sample is out there potentially in someone else's hands is quite troubling for me.

On the morning of July 5th, having not heard back from Customer Support, I messaged Maria once again and requested a status update. That same evening Maria responded that she understand that I would like a refund to my father for the DNA kit he purchased for me. She stated that she was forwarding my request to your specialized Billing team and a member of this team would be in touch with me soon. She also stated that my aunt would have to contact them or my father to request a refund for her kit. My father had received a replacement for her kit and since he had also sent a sample to ancestrycom website at the same time, is content that he managed to successfully acquire her dna profile through them as she is no longer with us.

Since this last correspondence, I have checked emails daily and received no further response from MyHeritage's specialized Billing team as of July 14th. I would like to resolve this frustrating experience with a refund for my father's gift to me. Thank you,

Cassandra R. D'Aloisio

A while ago I logged in to my heritage. I don't remember beginning a paid subscription but a few days ago I received an email telling me that I have been charged 110,36 euros for an annual subscription. I wanted to contact them but on their website they only offer calling them as an option. I called them even though I am charged 2 euros per minute and left a message. They never called me back so I found the email of their support centre on another website and sent an email. They replied sending me a link claiming that it was a guide to arrange a refund by myself. The link was to their help centre. When asking how to get a refund there, they tell you to contact their support team. I sent another email explaining the situation and was sent the same exact email as previously with the link. Now no-one is responding to my emails.

I have today been charged £114 for a subscription to the above which I neither want or asked for.

Account ID is [protected].

I only wanted the DNA kit which I have paid for and which, incidentally, I have heard nothing about despite posting it off 3 weeks ago.

Please refund me for the £114.00 and also update me on the status of my DNA kit.

Many thanks

Ed Reid

ID: [protected]

Billed: Today - July 8th 2022

I do not want this paid renewal, and to to the best of my knowledge I never knowingly signed up for any auto-renewal

Please cancel the renewal and refund me if you have already charged the amount.

Really disappointed with how inefficient the delivery is. All the blame goes to GLS delivery services coordinating this. We have been waiting for DNA kits for more than a month with no attempts. Tracker says they have tried to deliver multiple times whilst this is actually not true. Tracker says the parcel has been delivered to a parcel box which is also not true. The only possible explanation to this situation that our parcel has been delivered to the wrong address.

Please DO NOT send me useless matches if when I click on them, come up with a request for more money! Given how keen the chap that got me signed up again, I thought I was getting value for money, instead I get requests for payment every time I click on a link that I think will help. Below is my last unanswered mail to your near impossible to find help email. I DON"T want to talk to you, I have been insulted enough...

My former unanswered complaint + response to the person that obviously only read the first few words of my original complaint (no wonder you make your email so obscurely hard to find)

...Really? I would have thought the reason for my complaint as outlined in the text, copied and pasted below was quite obvious as it is that you never read my complaint right through first time, lets try again:

Well, how difficult you are to contact... I renewed my subscription at the request of my mother to research her family line. Then, when I got back into it, I was disgusted to find that every time I go to review your Record Matches / Smart Matches, your website comes up with a request for yet more money. This has forced me to use Ancestry.com and other websites to research the information that I thought I was going to get from your site, bitterly disappointing at the least. I will NOT be renewing again if this is what I can expect every time I do. You need to have one price not a tiered system to frustrate the hell out of people and lock them into constant demands for payment. If you want yet more money from me, it is better that you don't send me your ridiculous information if you intend to ask me for more money every time i click on your so called matches. I'm tempted to ask for a refund and write heritage.com off as a bad experience NOT to be recommended to anyone else

I was charged 140 euros for a renewal of a subscription when I ordered a DNA-kit for my parents. The charge came with no reminders - the site is useless for half of my family-tree and I'm unhappy with the service. The chat-function only has robots, which highly complicates the process of the 30-day guarantee.

It's incredibly difficult to come into contact with someone in order to cancel the subscription and get a refund, which is a shady practice considering you have the right to a full refund.

I don't trust the website. I don't know WHO or WHERE to reach out for, to receive the refund I'm entitled to.

My subscription was renewed without notice yesterday. Since then I have phoned twice, emailed and used the chatbot to try and cancel this and get a refund. It is impossible to speak to the billing dept; the phone number provided goes to an answerphone. If you select customer services the person is unable deal with billing issues. He did however confirm that there is no number for calling billing. You have to wait for them to call you - if they choose to, and if you happen to be home at the time. This is unbelievable. What a shocking way to treat customers!